Genesys Cloud
Deprecation: Configurable session persistence methods in Messenger

Announced on Effective date Aha! idea
2024-09-16 2025-01-27 -

On January 27, 2025, Genesys will no longer offer the ability to configure a session persistence method within a Messenger configuration. When the deprecation and removal is complete, Genesys will treat all Messenger configurations in the same manner, regardless of the configured session persistence method. The session persistence method field allowed brands to opt in to persist sessions when browsing across sub-domains of the same domain. 

With this change, all Messenger-related localStorage will reside within the Genesys Cloud domain that serves Messenger.

Am I affected?

You are affected if you have a Messenger configuration in your organization. This field however does not have an impact to Mobile Messenger; if you use only Mobile Messenger, then you are not affected.

To view existing configurations, see the Admin > Messenger Configurations page. 

    How can I prepare for this deprecation?

    Genesys recommends that you modify the Messenger session persistence method during a time that causes the least business impact. When you change this field and apply the update to your Messenger deployment, active sessions are terminated. Customers are then presented with a new Messenger instance. If you do not apply for this change before January 27, 2025, the changes apply automatically. Without additional warning, your conversations can be terminated at an unexpected time. 

    To avoid this scenario, edit Messenger configuration settings and select the Set your Session Persistence field to Persist session across sub-domains. After you save this change, update the Messenger deployment to use the updated configuration version. Then the new persistence method that interacts with Messenger takes effect. If the Set your Session Persistence field in Messenger is already set to persist sessions across sub-domains, then no change is required and no change in behavior will occur on January 27, 2025.

    From now until the removal on January 27, 2025, this field works as expected.

    What if I need help or have questions?

    Contact your local Genesys representative or My Support.