Genesys Cloud - Main

Dear Genesys Cloud Community,

We're excited to announce that the Automatic Handling of Inactive Messaging Interactions feature is gradually rolling out and will be generally available in all regions by November 20th.

This feature automatically manages inactive asynchronous messaging conversations based on per-queue inactivity settings, helping admins keep agent workloads current and efficient. Find more information in our Resource Center article:

Learn more: The attached PDF provides setup guidance and outlines the key benefits for administrators and agents.

The original idea can be found here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

We invite all of you to continue the discussion here in this thread - share your feedback, questions, or experiences as the feature becomes available in your region.

Thank you for your collaboration and for helping shape the future of Genesys Cloud!

⚠️ Known limitations

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered. Update. These conversations are working with inactivity timers as of November 24th.

• When using the Genesys Embeddable Framework client, the new UI elements (tooltips and notifications) are not currently available.

Please note that we’ll continue to enhance this feature and add more functionality over time. Keep sharing your feedback and use cases in this thread — it helps us ensure we cover the widest range of scenarios in future updates. We’ll post progress updates and improvements here as they become available.

#DigitalChannels

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Mikael Cohen
Sr. Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Hello Mike,

Thank you for the update. Super excited to see this feature live very soon as my business user also looking forward for this feature especially for WhatsApp conversation. Looking forward for that!

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Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

I have added this to my test queue and set to 15 minutes, but its not disconnecting or advising the timer on the Genesys Chrome desktop.  

Are there any role permisions needed?

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Andy Jackson
Senior Unified Communications Engineer
------------------------------

Same here Andy. Did manage to get it working once on a test queue, but haven't been able to replicate since. Tried adjusting all settings options on that queue (one at a time!) and cannot get it working.

Wondering if we're missing something obvious!

------------------------------
Catherine Dutton-English
Quality Specialist
------------------------------

Original Message:
Sent: 11-19-2025 04:53
From: Andy Jackson
Subject: Automatic Handling of Inactive Messaging Interactions

I have added this to my test queue and set to 15 minutes, but its not disconnecting or advising the timer on the Genesys Chrome desktop.  

Are there any role permisions needed?

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Great. This is really good Mike.
I have just had a look at this and straight away figured out that this may not fulfil couple of our requirements. I will post them on the ideas thread.

Regards

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Vineet Kakroo
Senior Technical Consultant
------------------------------

I believe you can provide two boolean options:
* inactivity agent
* inactivity customer

------------------------------
Kaio Oliveira
Interaxa
------------------------------

Hello team,

I also have few takeaways after looking into the discussion here.

1. Firstly, question from my side, as we can set this inactivity from queue level, may I know which tab I need to go to enable the timeout? (The most stupid question, but I'm sure I check all the tabs but it's not there. But it might be that my region doesn't receive it yet). Also, it will be great if Mike can explain about permissions required if any, thank you.
2. Next, I would agree Kaio Oliveira that inactivity cannot occur from agent side. The reason my business user asking for this is to auto disconnect conversation where customer no longer reply automatically. From agent side, they will need some time to reply e.g. they need to find product information from catalogue.
3. I know this might be another hassle, but referring to Kaio Oliveira suggestion, is it possible after each disconnection (due to inactivity), a message can be configured and sent to customer, informing them their conversation is closed, and they need to start new one. This can be e.g. customer asking question -> agent reply -> customer is not on his phone anymore (maybe they didn't notice agent already reply). With a message sent saying "This conversation has been disconnect..." we can ensure customer is well informed on current situation.

I understand that this can be challenging to be developed, however, I believe this is a good feature that is needed for better customer experience and agent experience. Thank you!

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

Its on the message tab

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Original Message:
Sent: 11-19-2025 20:22
From: Muhammad Daniel Mohd Hamdan
Subject: Automatic Handling of Inactive Messaging Interactions

Hello team,

I also have few takeaways after looking into the discussion here.

1. Firstly, question from my side, as we can set this inactivity from queue level, may I know which tab I need to go to enable the timeout? (The most stupid question, but I'm sure I check all the tabs but it's not there. But it might be that my region doesn't receive it yet). Also, it will be great if Mike can explain about permissions required if any, thank you.
2. Next, I would agree Kaio Oliveira that inactivity cannot occur from agent side. The reason my business user asking for this is to auto disconnect conversation where customer no longer reply automatically. From agent side, they will need some time to reply e.g. they need to find product information from catalogue.
3. I know this might be another hassle, but referring to Kaio Oliveira suggestion, is it possible after each disconnection (due to inactivity), a message can be configured and sent to customer, informing them their conversation is closed, and they need to start new one. This can be e.g. customer asking question -> agent reply -> customer is not on his phone anymore (maybe they didn't notice agent already reply). With a message sent saying "This conversation has been disconnect..." we can ensure customer is well informed on current situation.

I understand that this can be challenging to be developed, however, I believe this is a good feature that is needed for better customer experience and agent experience. Thank you!

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

Thank you so much Jackson!

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

Original Message:
Sent: 11-20-2025 04:36
From: Andy Jackson
Subject: Automatic Handling of Inactive Messaging Interactions

Its on the message tab

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------


Original Message:
Sent: 11-19-2025 20:22
From: Muhammad Daniel Mohd Hamdan
Subject: Automatic Handling of Inactive Messaging Interactions

Hello team,

I also have few takeaways after looking into the discussion here.

1. Firstly, question from my side, as we can set this inactivity from queue level, may I know which tab I need to go to enable the timeout? (The most stupid question, but I'm sure I check all the tabs but it's not there. But it might be that my region doesn't receive it yet). Also, it will be great if Mike can explain about permissions required if any, thank you.
2. Next, I would agree Kaio Oliveira that inactivity cannot occur from agent side. The reason my business user asking for this is to auto disconnect conversation where customer no longer reply automatically. From agent side, they will need some time to reply e.g. they need to find product information from catalogue.
3. I know this might be another hassle, but referring to Kaio Oliveira suggestion, is it possible after each disconnection (due to inactivity), a message can be configured and sent to customer, informing them their conversation is closed, and they need to start new one. This can be e.g. customer asking question -> agent reply -> customer is not on his phone anymore (maybe they didn't notice agent already reply). With a message sent saying "This conversation has been disconnect..." we can ensure customer is well informed on current situation.

I understand that this can be challenging to be developed, however, I believe this is a good feature that is needed for better customer experience and agent experience. Thank you!

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst

Let me also chime in here:

Not only can inactivity not happen due to an Agent not doing anything... you should be able to choose if the inactivity timer is reset at all by the agent doing something.

In our instance, we want to make sure agents are fully utilized.  If a customer never responds after an agent says "Are you still there" or somesuch we don't want the inactivity timer reset as agents can avoid work by keeping a one-way conversation going indefinitely.

I can see where smaller shops may want the inactivity timer to reset when the agent says something though, so having a behaviour toggle would make sense.

------------------------------
Scott Montague
Rogers Communications
Canada
------------------------------

Original Message:
Sent: 11-19-2025 20:22
From: Muhammad Daniel Mohd Hamdan
Subject: Automatic Handling of Inactive Messaging Interactions

Hello team,

I also have few takeaways after looking into the discussion here.

1. Firstly, question from my side, as we can set this inactivity from queue level, may I know which tab I need to go to enable the timeout? (The most stupid question, but I'm sure I check all the tabs but it's not there. But it might be that my region doesn't receive it yet). Also, it will be great if Mike can explain about permissions required if any, thank you.
2. Next, I would agree Kaio Oliveira that inactivity cannot occur from agent side. The reason my business user asking for this is to auto disconnect conversation where customer no longer reply automatically. From agent side, they will need some time to reply e.g. they need to find product information from catalogue.
3. I know this might be another hassle, but referring to Kaio Oliveira suggestion, is it possible after each disconnection (due to inactivity), a message can be configured and sent to customer, informing them their conversation is closed, and they need to start new one. This can be e.g. customer asking question -> agent reply -> customer is not on his phone anymore (maybe they didn't notice agent already reply). With a message sent saying "This conversation has been disconnect..." we can ensure customer is well informed on current situation.

I understand that this can be challenging to be developed, however, I believe this is a good feature that is needed for better customer experience and agent experience. Thank you!

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

I have tested this on both web messaging and whatsapp and neither are doing this, no countdown timer or anything.  is there a role or policy to apply also

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Hi All,

Thank you for your feedback. This feature is now available in all regions. Please note that there a few known limitation in the initial release:

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered.

• When using the Genesys Embeddable Framework client, the new UI elements (tooltips and notifications) are not currently available.

Please note that we'll continue to enhance this feature and add more functionality over time. Keep sharing your feedback and use cases in this thread - it helps us ensure we cover the widest range of scenarios in future updates. We'll post progress updates and improvements here as they become available.

Thank you for helping us to make the Genesys Cloud better!

Mike

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Any time scales around auto answered interactions, this is a great feature that we have been waiting for a long time but we use auto answer and wont be switching that off

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Original Message:
Sent: 11-20-2025 06:09
From: Mikael Cohen
Subject: Automatic Handling of Inactive Messaging Interactions

Hi All,

Thank you for your feedback. This feature is now available in all regions. Please note that there a few known limitation in the initial release:

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered.

• When using the Genesys Embeddable Framework client, the new UI elements (tooltips and notifications) are not currently available.

Please note that we'll continue to enhance this feature and add more functionality over time. Keep sharing your feedback and use cases in this thread - it helps us ensure we cover the widest range of scenarios in future updates. We'll post progress updates and improvements here as they become available.

Thank you for helping us to make the Genesys Cloud better!

Mike

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Hi Mikeal -

First off, thanks for delivering this solution. However, the two limitations here make this highly requested feature from our business stakeholders unusable. We use both auto-answer and the embeddable framework. 

Is there a timeframe of when this will be enhanced to include these use cases?

------------------------------
Carl Palko
Manager, Customer Service
------------------------------

Original Message:
Sent: 11-20-2025 06:09
From: Mikael Cohen
Subject: Automatic Handling of Inactive Messaging Interactions

Hi All,

Thank you for your feedback. This feature is now available in all regions. Please note that there a few known limitation in the initial release:

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered.

• When using the Genesys Embeddable Framework client, the new UI elements (tooltips and notifications) are not currently available.

Please note that we'll continue to enhance this feature and add more functionality over time. Keep sharing your feedback and use cases in this thread - it helps us ensure we cover the widest range of scenarios in future updates. We'll post progress updates and improvements here as they become available.

Thank you for helping us to make the Genesys Cloud better!

Mike

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Hi Mikeal

I have just tested the disconnect on auto answer andf it works a charm

Thanks

Andy

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Original Message:
Sent: 11-20-2025 06:09
From: Mikael Cohen
Subject: Automatic Handling of Inactive Messaging Interactions

Hi All,

Thank you for your feedback. This feature is now available in all regions. Please note that there a few known limitation in the initial release:

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered.

• When using the Genesys Embeddable Framework client, the new UI elements (tooltips and notifications) are not currently available.

Please note that we'll continue to enhance this feature and add more functionality over time. Keep sharing your feedback and use cases in this thread - it helps us ensure we cover the widest range of scenarios in future updates. We'll post progress updates and improvements here as they become available.

Thank you for helping us to make the Genesys Cloud better!

Mike

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Our org would especially appreciate it if this feature offered a higher minute max. It may seem odd, but 30 minutes is still too short for our outreach only lines of business that require keeping an SMS thread open while they await a same day response with the same agent. I also concur with the suggestion to configure a canned response (or something) that is automatically sent prior to disconnecting.

Quick Robin, to the Ideas lab!

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Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

Please provide the ideas link for us to track when this limitation will be updated as we have a business need to use this functionality, but we also use auto-answer. 

• The inactivity handling feature is not yet supported for digital conversations that are auto-answered.

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Ashley Madeza
Service Center Product and Solutions Manager
------------------------------

Is there are separate GA date for this in FedRAMP orgs?

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Kevin Eldridge
IT Specialist
------------------------------

Hi @Kevin Eldridge, the Inactivity handling on the FedRamp region is up and running.

@Ashley Madeza the auto-answered conversations are now covered by the inactivity timers.

Have a great week everyone!

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Original Message:
Sent: 11-23-2025 13:10
From: Kevin Eldridge
Subject: Automatic Handling of Inactive Messaging Interactions

Is there are separate GA date for this in FedRAMP orgs?

------------------------------
Kevin Eldridge
IT Specialist
------------------------------

Hi, 

The issue with this release for us is that it disconnects a conversation if a Agent doesn't send a message. We would need it so that it only disconnects if the customer doesn't reply. 

Any potential for this feature to be added? 

thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd
------------------------------

Original Message:
Sent: 11-24-2025 09:36
From: Mikael Cohen
Subject: Automatic Handling of Inactive Messaging Interactions

Hi @Kevin Eldridge, the Inactivity handling on the FedRamp region is up and running.

@Ashley Madeza the auto-answered conversations are now covered by the inactivity timers.

Have a great week everyone!

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------


Original Message:
Sent: 11-23-2025 13:10
From: Kevin Eldridge
Subject: Automatic Handling of Inactive Messaging Interactions

Is there are separate GA date for this in FedRAMP orgs?

------------------------------
Kevin Eldridge
IT Specialist

Hi Mikael,

Good day,

The way the new feature has been implemented creates a poor customer experience.

It would be great to have the option to choose which type of participant you want to enable disconnection due to inactivity.

For the customer experience, it is more functional for the interaction to be terminated when there is a period of inactivity on the part of the customer. Ending an interaction when there is a period of inactivity on the part of the agent and the agent is looking up information to be shared only leads to frustration with the service.

As an added value, it would be good to have the option to:

-Send a message before disconnecting the interaction due to inactivity.

-Be able to send a message and ask the customer if they want to remain on hold and not release the agent's interaction. This new feature frees up space in the agent's usage and is not functional if there are more interactions on hold to resume the conversation.

Regards,

Jose Diaz

------------------------------
Jose Diaz Villafane
------------------------------

I agreed on the point of "Send a message before disconnecting the interaction due to inactivity". Business user from my side also asking the same enhancement where after XX minutes of inactivity from customer, Genesys send automatic message e.g. "It looks like you are not active, we will disconnect the interaction. Please send another message to start the conversation". Hence, agent can depend on this feature to disconnect inactive conversation automatically and customer is aware that agent is no longer with them. I hope this can be considered in the next enhancement for this feature.

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------

Original Message:
Sent: 11-26-2025 08:59
From: Jose Diaz Villafane
Subject: Automatic Handling of Inactive Messaging Interactions

Hi Mikael,

Good day,

The way the new feature has been implemented creates a poor customer experience.

It would be great to have the option to choose which type of participant you want to enable disconnection due to inactivity.

For the customer experience, it is more functional for the interaction to be terminated when there is a period of inactivity on the part of the customer. Ending an interaction when there is a period of inactivity on the part of the agent and the agent is looking up information to be shared only leads to frustration with the service.

As an added value, it would be good to have the option to:

-Send a message before disconnecting the interaction due to inactivity.

-Be able to send a message and ask the customer if they want to remain on hold and not release the agent's interaction. This new feature frees up space in the agent's usage and is not functional if there are more interactions on hold to resume the conversation.

Regards,

Jose Diaz

------------------------------
Jose Diaz Villafane
------------------------------

Could you do this with a trigger, I am looking at something similar for WhatsApp disconnected by agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer
------------------------------

Original Message:
Sent: 12-01-2025 01:43
From: Muhammad Daniel Mohd Hamdan
Subject: Automatic Handling of Inactive Messaging Interactions

I agreed on the point of "Send a message before disconnecting the interaction due to inactivity". Business user from my side also asking the same enhancement where after XX minutes of inactivity from customer, Genesys send automatic message e.g. "It looks like you are not active, we will disconnect the interaction. Please send another message to start the conversation". Hence, agent can depend on this feature to disconnect inactive conversation automatically and customer is aware that agent is no longer with them. I hope this can be considered in the next enhancement for this feature.

------------------------------
Muhammad Daniel Mohd Hamdan
Business Analyst
------------------------------


Original Message:
Sent: 11-26-2025 08:59
From: Jose Diaz Villafane
Subject: Automatic Handling of Inactive Messaging Interactions

Hi Mikael,

Good day,

The way the new feature has been implemented creates a poor customer experience.

It would be great to have the option to choose which type of participant you want to enable disconnection due to inactivity.

For the customer experience, it is more functional for the interaction to be terminated when there is a period of inactivity on the part of the customer. Ending an interaction when there is a period of inactivity on the part of the agent and the agent is looking up information to be shared only leads to frustration with the service.

As an added value, it would be good to have the option to:

-Send a message before disconnecting the interaction due to inactivity.

-Be able to send a message and ask the customer if they want to remain on hold and not release the agent's interaction. This new feature frees up space in the agent's usage and is not functional if there are more interactions on hold to resume the conversation.

Regards,

Jose Diaz

------------------------------
Jose Diaz Villafane

Hi, and thank you for your detailed feedback. I will use it while planning for the next phases for the inactivity handling. I will update the thread with related Ideas when they are ready and planned. I expect that to happen later in Q1.

------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
------------------------------

Original Message:
Sent: 11-26-2025 08:59
From: Jose Diaz Villafane
Subject: Automatic Handling of Inactive Messaging Interactions

Hi Mikael,

Good day,

The way the new feature has been implemented creates a poor customer experience.

It would be great to have the option to choose which type of participant you want to enable disconnection due to inactivity.

For the customer experience, it is more functional for the interaction to be terminated when there is a period of inactivity on the part of the customer. Ending an interaction when there is a period of inactivity on the part of the agent and the agent is looking up information to be shared only leads to frustration with the service.

As an added value, it would be good to have the option to:

-Send a message before disconnecting the interaction due to inactivity.

-Be able to send a message and ask the customer if they want to remain on hold and not release the agent's interaction. This new feature frees up space in the agent's usage and is not functional if there are more interactions on hold to resume the conversation.

Regards,

Jose Diaz

------------------------------
Jose Diaz Villafane
------------------------------

Hi,

thanks for the info and for the detailed document!

I would like to understand, how the system decides whether the customer is inactive or not. Is it based on the websocket connection in webmessaging? if yes, how can the system detect if the customer is inactive in whatsapp?

If we want to handle the inactivity by an architect flow, can we differeniate between agent and customer inactivity to handle it differently? for example, we want to disconnect the chat, if the inactivity is from the customer and re-route to the queue, if the inactivity is from the agent.

If the session is being handled by the agent and it is inactive, the chat will be routed to the flow or disconnected. In this case, it will be still active in the agent waiting for him to choose the wrapup code and mark it as Done. can we prevent that by disconnecting the chat from the agent. It will be helpful, if the agent closed the browser while having an active session, then the chat will be disconnected after while and his status won't be 'interacting'. 

thanks,

Amira 

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Amira Abdellatif
DevOps Engineer
------------------------------

Hi everyone,

This is a great addition - thanks for sharing the update 👏
Automatic handling of inactive asynchronous messaging interactions will be extremely useful to keep agent workloads up to date and avoid conversations getting stuck due to inactivity.

From an operational perspective, this helps a lot with efficiency, queue hygiene, and overall agent experience, especially in high-volume digital channels.

------------------------------
Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
------------------------------