Disconnect or reroute inactive messaging conversations

Messaging conversations between an agent and a customer may sometimes become inactive due to lack of response from either the agent or the customer. A conversation is considered inactive when there is no exchange of messages for a pre-defined period. To prevent such inactive conversations from increasing the agent’s utilization count, you can configure how the conversation must be handled after a period of inactivity. The conversation can either be disconnected or be routed to another messaging flow.

Message inactivity configuration can be set for all or select ACD messaging channels: Facebook Messenger, X (Twitter) Direct Message, Instagram, WhatsApp, inbound SMS, Genesys Cloud web messaging, open messaging, and Apple messages for business.
The inactivity timer is applicable to messages from both agent and customer. However, after a message is sent by either side, the inactivity time resets.
If the inactivity timer option is enabled by the administrator, a clock icon appears at the lower right of the conversation card. To see the approximate remaining time before the conversation becomes inactive, hover over the timer. Genesys Cloud turns the timer red and sends a notification one minute before the interaction is about to end due to inactivity on the interface of both the agent and the customer.
By default, inactivity handling is disabled on all queues. All inactive conversations continue to be assigned to the original agent until they are manually disconnected and wrapped up by the agent. You can enable the message inactivity timer from your queue configuration page. For more information, see Create and configure queues.
You can view a report of the number of messages that were disconnected or routed back and the reason for inactivity in the performance reports. For more information, see Disconnect reasons in the interaction’s detail view.
For more information about an agent’s view of the inactivity timer, see Accept and respond to a message interaction.