Webchat widget v1 reconnect issues

[Quang_Nguyen]

Hi,

I'm trying the web chat widget v1 and following strictly steps at the document here. The chat session was re-connect successfully after reloading the page (F5). But unfortunately, I faced two critical issues as below:

1. The chat history was lost.
2. After reconnected, the agent still receives the chat message and also typing indicator from the customer as before the reconnect took place. But the customer can't see any new message, typing indicator from the agent anymore.

Hence, for now, no way to continues the conversion in case of reloading the page. The customer MUST end the chat manually and start a new chat.

Note:

1. The chat windows render as iframe mode.
2. Region = eu-central-1(https://apps.mypurecloud.de).

cc: @tim.smith @Jerome.Saint-Marc

Any suggestion or document regarding that scenario? Very appreciate your support!

[tim.smith]

If you've followed the instructions correctly and are sure there are no errors or misconfigurations on your end, please open a case with Genesys Cloud Care to investigate the history not working.