Hello,
We have trouble when vía API the third party company try to call genesys API in order to close that interaction.
Our problem begins when an agent have two or more chats open and the first client close his chat. In client layout appear correctly indicated that the chat has finished, but for salesforce Agent, the chat is still open.
Third party company use this code for the action:
CXBus.command('WebChat.endChat').done(function() {
const message = {
eventName: 'chatEnded'
};
window.ReactNativeWebView.postMessage(JSON.stringify(message));
});
We have compared with the documentation (https://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/WebChatCommands) and sees that is the same that they are using:
oMyPlugin.command('WebChat.endChat').done(function(e){
// WebChat ended a chat successfully
}).fail(function(e){
// WebChat has no active chat session
});
This is not happening in preproduction environment ¿How can we solve this?
Regards