Genesys Cloud
Automatic handling of inactive messaging interactions

In a future release, Genesys Cloud will allow administrators to define inactivity time limits for messaging interactions. If a customer does not respond within the configured time, the interaction either disconnects or routes to an Architect flow, depending on the administrator’s settings. This change helps reduce inactive time in agent rosters and improves overall agent efficiency. 

Por qué es importante

Previously, asynchronous messaging interactions could remain open indefinitely when customers failed to respond, keeping agents tied up and unavailable for new conversations. This feature gives admins and supervisors control over how to manage inactive messaging interactions, helping ensure that agents are only engaged when necessary and are free to assist other customers when appropriate.

Change details

• Inactivity timeout setting – Admins can configure a time limit for customer inactivity in messaging interactions.
• Automatic disconnection or flow routing – After the timeout, interactions can either be disconnected or transferred to an Architect flow.
• Applies to async messaging – Designed specifically for asynchronous messaging channels where sessions can span hours or days.
• Removes stale conversations – Helps keep agent workloads current and relevant by closing inactive sessions.

Beneficios

• Improves agent availability – Frees agents from waiting on unresponsive customers, allowing them to handle more interactions.
• Enhances service quality – Reduces clutter and delays caused by abandoned conversations.
• Increases operational efficiency – Automates session cleanup and reduces the need for manual oversight.
• Flexible admin control – Offers configurable handling strategies based on business needs.