I am working on implementation of web messenger, As per the docs- Web messaging Guest API
The session remain active for 72 hours.
I am using out of box functionality of web messenger.
Issue- Session/chat remain active on the same spot if customer close the chat and come back, but as soon as agent close the chat. The flow start from the top and customer has to answer the previously asked questions again.
How to solve this problem as agent cannot wait for hours for response from customer so they close the chat after sending their response.
We implemented a logic in past where we checked if conversation Id exists in last 72 hours(/api/v2/analytics/conversations/details/query) then skip the Bot questions and send directly to queue but that started causing other issues like blank chats passed to agents as we have implemented solution where we try to auto start the conversation as soon as customer lands to website.