We're using Genesys' open messaging APIs for Live agent transfer and encounter an issue where user messages are lost between the time the agent closes the ticket and we receive it. Urgent help needed.

[Ritrisha]

We are making use of open messaging APIs of Genesys for Live agent transfer. To receive the events when the agent closes the ticket in Genesys. We have created a web service data action and workflow. Detailed steps mentioned here - Genesys Pure Cloud ticket close event - Google Docs
Sharing an example below -
https://app.yellow.ai/public/messages/aadad01c99eaebbeb9b4df88d37e34d67e17abf7680a4f364582c0eb3d6f2d907b7654926987fceaac6c2148df1a77280253a63aa553729e17e499b35f668397b6596c0eeae387f7dabe72a1c4fd7d939fb3d9b08f581e44e591d8
Agent has closed the ticket at - 10:14:20
Ticket was received at our end at - 10:14:53.
In between this time if the user messages, this message is lost. you can see the user message ( Okay Perfect ) at - 10:14:35
This is happening frequently.
Could you help us urgently here.

[Greg_Boston]

Hi @Ritrisha
Something to keep in mind, open messaging is an Async messaging channel, some very minor delays are perfectly normal. That being said, over 30 second delay hints at something wrong. It could be an issue with your web service not receiving the events in a timely manor, or many other possible issues. In order to best help you, you will want to open a case with Customer Care here Genesys Cloud Customer Care - Genesys Cloud Resource Center