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!

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!

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?

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!

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!

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!

#DigitalChannels

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

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!

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!

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!

Its on the message tab

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!

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!

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!

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!

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!

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.

• 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

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

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

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.

• 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

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

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

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.

• 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

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

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

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.

• 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

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

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.

• 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

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

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.

• 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

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

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.

• 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

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

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

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.

• 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

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

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!

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

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.

• 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

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

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

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

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

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

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

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.

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

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

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