Trying to get some clarity around the Web Messenger widget.
For authenticated messaging, how long after interaction disconnect is the message visible to the customer in the widget? This doesn't seem to be tied to the Threading Timeline setting (72 hour default).
Eg if I have the Threading Timeline set to something smaller like 1 hour.
Send a message, have the agent respond and disconnect. Two hours later the customer returns to the site, they can still see the previous conversation, but if they reply it is treated as a new conversation. So that history is not really tied to the Threading Timeline.
So what is the the timeline post disconnect during which the customer can view the response and message history?
Hi @Anton_Vroon see this FAQ Is the Web Messaging Guest session duration related to Threading Timeline? - Genesys Cloud Resource Center
Threading Timeline is unrelated to Guest Session duration: the Guest Session (and its messages) will remain accessible for the next 72 hours from last message, as a general rule of thumb.
For Authenticated Web Messaging specifically, Messenger may also temporarily disconnect and hide messages when the auth-session has expired, for security reasons, just like you would normally get logged out from you bank account after X minutes of idle time.
Thanks @Angelo_Cicchitto
Is there any way to set/increase that guest session duration? Or is that 72 hours hard coded?
I suppose the problem we are trying to solve for, without any website customization or other notifications is, that being Async in nature, we respond to a customer query, customer is currently offline, and is away with no reception/data eg tramping somewhere remote, and is away for more than 3 days, they will never see our response.