Refreshing page does not consistently terminate webchat session

Genesys Cloud Web Chat
1

Hi,
The documentation for version 1.0 widget states "[b]y default, web chat sessions disconnect from the Genesys Cloud agent when the customer navigates to a different page, leaves the site, or refreshes the page." We are finding this not to be the case. About half the time the conversation persists in the chat agent's window, with no indication that something has changed. The other half of the time there is an immediate disconnect (the user disappears from the agent's queue), or the chat session ends (text turns red).

Is there something we need to do to ensure consistent behavior? It is important in our case for the chat to terminate every time there is a refresh.

Thanks.

John

2

Hi John. If the widget is behaving differently than how it's documented, please raise a case with Care so that they can investigate. Thank you!

--Becky

3

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.