Right, this is a repeat offender. Ran into something almost identical back in '21 when we first rolled out the pre-chat form integration. Took like 2 hrs to debug that one.
Currently seeing issues with authenticated visitors not having their visitor information correctly passed to agents after a redirect - specifically, after the pre-chat form submission. We’re on Genesys Cloud v38.0.1.131761.
The setup’s simple. Launcher customization, redirecting to a custom form hosted on forms.example.com after widget initialization. Form submission then redirects back to the original page - app.example.com. SDK version is v2.6.0. We’ve got authenticatedVisitor.enableCookies set to true, obviously.
The problem is, the gc_authenticatedVisitorInfo cookie isn’t getting synced properly after the redirect. Console shows no errors, network trace looks clean - cookie is set on forms.example.com, but it disappears when we land back on app.example.com. The visitor is then treated as anonymous.
Changing the domain on the cookie manually in the browser (setting it to .example.com) → the info sticks. So it’s definitely a domain scoping issue. We tried explicitly setting the domain attribute via the SDK config - no dice. The SDK just ignores it. Change the SDK version back to v2.5.1 → everything works. It seems like something in v2.6.0’s cookie handling has changed.
We are seeing similar problems with redirects and cookie syncing. It’s not a new issue, actually. The community had a discussion about this last year - someone found it’s related to the domain setting in the Web Messaging widget config.
Try checking if the redirect domain is explicitly allowed in the widget’s “Allowed Domains” setting. It’s under Advanced Settings in the widget configuration. It’s a common trap during config promotion - the Dev environment might have the correct domain, but Prod is missing it.
Here’s a bit of what we did. We exported the widget config from Dev, checked the allowedDomains property, and then imported the config into Prod.
Be careful with the URLs - they must exactly match, including the https.
Also, check the session timeout. If it’s too short, the cookie might expire before the redirect completes. We’ve seen community posts about this causing issues. A longer timeout might help, but that also has security implications, so consider it carefully.
Is the redirect happening client-side, or are you hitting a server-side redirect after form submission? Knowing that’ll help narrow things down.
genesyscloud-client-app-sdk’s widget config can be finicky with redirects - it’s a frequent source of headaches. The domain setting As noted above is the first place to look, but it’s not always enough.
The core issue usually boils down to cookie scope. The widget needs to explicitly know it’s okay to write cookies for the redirect domain. Here’s a pseudo-code snippet for how to handle this in your widget configuration - it’s not exact syntax, but the logic should translate:
Don’t forget to clear your browser cache and test thoroughly after updating. It’s easy to miss a stale cookie causing issues. If it’s still misbehaving, double-check the form submission process - is it correctly preserving any necessary tokens or identifiers during the redirect? Happy to help if you run into more snags.
Is the redirect happening within the same top-level domain, or are you jumping to a completely different domain after the form submit? It matters - a lot. The documentation glosses over this, naturally.
The suggestion above about checking the “Allowed Domains” setting is correct, but it’s only half the battle. We’ve seen this exact scenario derail training rollout plans three times now. Stakeholders don’t want to hear about cookie scopes - they want to know why agents can’t see visitor information before they start taking calls. Adoption metrics tank when agents have to ask for details already provided on the form.
The key is making sure the domain in that JSON blob exactly matches the redirect destination. Pay attention to the https:// prefix - a missing or incorrect prefix breaks cookie propagation. I’m betting that’s where it is. You’ll need to rebuild the widget configuration and redeploy. Don’t forget to test in a non-production environment first - I’m still getting blamed for the wallboard incident from last quarter.
Also, double-check if the pre-chat form itself is setting any cookie restrictions. A badly configured form can override the widget settings. We’ve had vendors push updates with conflicting headers that cause this. It’s a mess.
Honestly, the documentation on this is terrible. I’m documenting every workaround we find internally. The team’s documenting the issues, at least. It’ll be a slide in the next change management plan.
genesyscloud-client-app-sdk handles the cookie sync by checking the document.domain against the allowedDomains list. It’s a security thing - prevents cross-site scripting.