Widget V2-- Will the chat persist across the site?

[chrisp]

Hi all,
Before looking to implement the script on the site and pursue mypurecloud's webchat service, I'm trying to understand and confirm that when a user initiates a chat with the CS agent, will the chat maintain across the customer's session while on that same site/domain?
The docs aren't clear for me about that-- it simply states that we need to ensure the script is placed on each page's html if we want the chat to be available for that page.

But will the same convo persist?

Thanks.
Chris

[Jerome.Saint-Marc]

Hello,

Yes, the same chat conversation will be available across the site (on the pages where the widgets libraries/script is included and where widgets-core plugin is loaded).

The WebChat widgets stores chat session information (Id, websocket, JWT token, ...) in cookies.
If a user refreshes the page (browser refresh) or navigates to a different page (where widgets script is included and widgets-core plugin is loaded), the Widgets Core will automatically and immediately check if there was an active chat conversation.
And if there was one, it will automatically attempt to reconnect to this chat session, and on success, it will display past messages (transcript) of this chat conversation (displaying the Widgets WebChat UI).

The constraint is that the user has a couple of minutes (about 1 to 2 minutes) to reconnect to an active chat session. Above that, the chat session will be closed at server level (Genesys Cloud - chat conversation ended).
Ex:
The user is on page 1 in an active chat conversation.
He navigates to page 2 (same site or different one - no widgets enabled on this page).
And he then comes back to page 1 (or another page from the site with widgets enabled).
If the user comes back within one or 2 minutes, the chat can be established again (same session). Otherwise, the user will receive a notification that the chat session is no longer active and offer him to start a new one.

Regards,

[chrisp]

Thanks Jerome-- that's great.