How come this setting causes the Genesys Cloud Virtual Agent to lose conversation context when switching from a human agent session back to the bot?
We are currently in the thick of migrating our support operations from Zendesk Chat to Genesys Cloud Messaging. In Zendesk, we relied heavily on macros that would pause the chat, trigger a backend API call, and then resume the conversation with the agent still holding the context. The agent could then hand the chat back to a bot if needed, and the bot would pick up exactly where the human left off.
In Genesys Cloud, we are trying to replicate this using the Virtual Agent. We have configured an Architect flow that captures the interaction ID and stores the transcript in the conversation history. However, when we execute a transfer from the human agent queue back to the Virtual Agent, the bot initializes a fresh session. It completely ignores the previous transcript and starts with the default greeting, asking for basic details the customer already provided.
We are using the Genesys Cloud Web SDK version 3.2.0. The conversation:updated event fires correctly when the transfer happens, but the Virtual Agent seems to reset its internal state machine. We have checked the botConfiguration settings and ensured that preserveContext is set to true, but the behavior persists. The logs show a new botSessionId being generated immediately after the transfer, which suggests the old session is being discarded rather than resumed.
Is there a specific configuration in the Virtual Agent settings or an Architect flow action required to explicitly pass the previous transcript or context variables to the new bot session? We need this to avoid frustrating our users who have to repeat themselves. This is a critical blocker for our migration timeline.
How do we properly preserve and pass conversation context from a human agent handoff back to the Genesys Cloud Virtual Agent to prevent session reset?