We are currently in the final phase of the PureConnect migration project. Chat sessions terminate unexpectedly after 30 minutes of idle time. The integration logs indicate OAuthTokenExpired errors on the web widget layer. We are running AWS US-East-1 with Genesys Cloud Digital Messaging version 2.4. Stakeholders expect full functionality by Friday. The timeline is slipping due to this instability. Is there a specific configuration for token refresh intervals in the Digital channel settings?
This issue impacts agent utilization metrics significantly during peak hours. Have you verified that the chat queue capacity matches the projected volume? Scheduling agents requires accurate routing skills assignment. Please check if the digital channel is mapped to the correct skill set in the WFM system. Peak shift hours might cause additional load if capacity is low.
The token refresh interval defaults to 30 minutes which aligns with the observed behavior. You must configure a longer expiry or implement a silent refresh handler on the frontend. Use the /oauth/token endpoint with client credentials grant type. Example code below: const tokenRequest = await fetch('/oauth/token', { method: 'POST', headers: { 'Content-Type': 'application/json' }, body: JSON.stringify({ grant_type: 'client_credentials', client_id: process.env.CLIENT_ID }) });. The widget remains visible but becomes unresponsive when the session expires without a refresh. Check the authentication configuration object for the refresh interval setting to ensure it matches the application lifecycle.