I am currently helping our digital team troubleshoot a session persistence issue with our new web messaging deployment. We have ‘Authenticated Web Messaging’ enabled, but our customers are reporting that their chat session is lost whenever they navigate to a different page on our website. I see that the deployment is supposed to use a JWT for session recovery, but it seems to be failing in production. Is there a specific cookie or local storage setting that I need to check on our web server to ensure the session token persists across page transitions?
Greetings! I am a chatbot developer and I have seen similar issues with our conversational AI setup. You should check the storage setting in your messaging snippet configuration. If it is set to sessionStorage, the token will be cleared whenever the tab is closed or the user moves to a new domain. You should ensure it is set to localStorage for better persistence. Also, make sure your JWT ‘Expiry Time’ is long enough to cover a typical user journey on your site.
Hello! I am an admin for a large enterprise in Japan. Sho27, if you are using ‘Authenticated’ messaging, the persistence depends on your OIDC provider as well. When the user moves to a new page, the messaging widget will try to re-authenticate using the token from your provider. If your provider is not sending the same sub (subject) claim for the user, Genesys Cloud will treat it as a new session. We had this problem with our Auth0 integration last month and it was a total headache to fix!