Skip to main content

Genesys Cloud – Web messaging configurable guest session duration

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-03-09 - Aha! idea

In a future release, Genesys Cloud will allow administrators to configure how long guest sessions and their messages remain active in web messaging. Administrators can set shorter timeouts – as low as 15 minutes – or extend sessions beyond the current limits to support longer-running conversations.

With this enhancement, administrators can configure:

  • Shorter guest session duration – Set sessions to expire quickly to mirror live chat behavior for anonymous visitors or high-turnover support interactions.
  • Longer guest session duration – Extend sessions to support ongoing conversations that span days or months, such as financial consultations or long-term service engagements.
  • Configurable message retention window – Align how long messages remain available online with business and compliance requirements.

This feature gives business administrators control over conversation lifespan so that they can align messaging behavior with their operational model. Organizations that migrate from legacy chat can shorten sessions to match previous behavior. Organizations that rely on asynchronous messaging can extend sessions to maintain continuity across longer customer journeys.

By allowing administrators to configure session timeout, Genesys Cloud helps organizations meet privacy and data retention requirements such as GDPR while delivering a messaging experience that fits their business needs.