WebSocket connection and agent behaviour

[miguel_ed]

Hello, I have a question about WebSocket connection and agent behavior. I would like to know what happens if the WebSocket is closed (for example, the browser is closed during the conversation), then the agent will know that the session is closed, or will it continue answering the last question and wait for the disconnect events to end the conversation?

[vpirat]

Hi Miguel,

In Web Messaging, all is async so agent replying to a message will not see the remote disconnection (for whatever reason. Network issue, browser closed, etc).
However, when sending back the response, agent will be notified that the remote user has gone.
Remote will be notified when joining back the session.

Hope this helps,

Regards,
V.P.

[manuel.quindimil]

Hi,

Does Genesy have any notification system to handle when the user is disconnect to send a notification to the customer to be connected again ?

Regards,

[Antonio_Gonzalez]

Hi Vincent, thanks for your reply. Won't the heartbeat messages that are written in the websocket fail when one of the clients disconnects?

In this case we're talking about an agent chat websocket, hence the heartbeat messages (we're loosely following this tutorial https://developer.genesys.cloud/commdigital/digital/webchat/agentchat)

[vpirat]

Hi Antonio,

The link you are referring to is about WebChat, not WebMessaging (which is chat also but asynchronous and is a different product).
That's a lot of chats I know
With WebMessaging, Genesys chat snippet (called Messenger) will handle heartbeats under the hood.
If you are developing your own client, then you'll have to take care of heartbeats management yourself.

Best regards,
V.P.

[vpirat]

Hi Manuel,

If you are using Genesys Messenger client, reconnection will be handled under the hood for you.
Upon reconnection, client will resync to get latest messages.
So all the logic is on the client side.

More info on disconnection here:

Genesys Cloud Developer Center

This applies only to WebMessaging of course.

Hope this helps,

Regards,
V.P.

[manuel.quindimil]

Hi again,

Thanks for your answer! But it is still not clear enough for me. I can understand that if the customer reopens the websocket, he will receive the pending messages, but how can I notify the customer that he has more messages if the customer is disconnected?

The flow is:
User opens websocket
Agent send messages
User closes the websocket
Agent send messages (as you mentioned, the messages are pending to be delivered because the customer is not connected)

• in this point, I would like to notify the customer to be connected to the websocket again.

So:
As a customer who had a websocket but is not connected to it
When the agent sends a message
I would like to receive a notification (mail / push / ...)
So I will be notified to get connected again, and receive the pending messages.

Does Genesys have any functionality which allows us the listening it and send the proper notification to the customer?

[vpirat]

Got your point.

There is no such mechanism available but this feature is in our incubator with web-push protocol for browsers and notification for mobiles.

You can follow, vote and comment on the community requests here:
DIG-I-137
CEWMM-I-145

or create your own.

Feedback is welcome.

Best regards,
V.P.