Hello. I am working on a major data migration project and we are seeing an issue with web messaging persistence. Our customers often start a chat on their mobile browser and then switch to their desktop to finish the conversation. Even though we have ‘Persistent Messaging’ enabled in the Messenger configuration, the interaction history is completely blank when they switch devices. It feels like the platform is generating a new ‘Guest Token’ for every browser session instead of linking them. Is there a way to force the ‘Guest Token’ to be based on the customer’s authenticated email or ID so the history actually follows them?
Hey. I’m a SIP guy mostly, but I’ve tinkered with the Web Messaging SDK. The default ‘Persistent Messaging’ only works within the same browser because it relies on local storage for the token. If you want the history to follow them across devices, you have to use ‘Authenticated Web Messaging’. You need to integrate your Messenger with your IDP (like Okta or Firebase). Once the user logs in, the Messenger sends their authenticated JWT to Genesys, and the platform then knows to link the session to their ‘External ID’ instead of a random browser token. It’s the only way to get true cross-device persistence.
I am so frustrated with how this is documented! I spent weeks building a custom WebSocket dashboard for our real-time metrics and I hit this exact same wall! The documentation makes it sound like ‘Persistence’ is just a magic checkbox, but without a full OIDC integration, it is basically useless for mobile-to-desktop transitions! If you cannot implement a full IDP, you are stuck with fragmented interaction history. It is a massive pain for the Quality Management team because they have to evaluate three separate interactions for what should have been one continuous conversation! Genesys really needs a simpler way to link guest sessions!