Asynchronous Chat

Asynchronous (async) chat in Genesys Chat Solution means:

• Conducting single chat session between a customer and a contact center for a long period of time (could last for days).
• Providing the possibility for an agent to return a chat session back into the workflow (in other words, putting it into dormant state), and to reconnect to chat session later (through workbin or contact history).
• Providing the possibility for a workflow to wake up a dormant chat session for processing upon detecting customer activity or upon the expiration of async inactivity control timeout. Workflow tries to route the interaction to the last handling agent for some period of time before sending it to any other available agent.

For more information on async chat, see the "Asynchronous Chat" section in the Genesys Engage Chat Administration Guide.

This supplement includes information on the following topic(s):

• Async chat through GMS REST API
• Push notifications via GMS to HTTP server