Genesys Cloud - Main

hello

I have a digital bot flow in genesys that is working in Whatsapp, is there a way to send messages automatically form the agent side if the customer is not answering the conversacion during 5 min  as example ?

Hello Santiago, 

I have seen what you are asking for done within the bot flow. You can configure "No Input Detection" settings that trigger when a customer doesn't respond. I have seen it:

• Set up customizable timeout periods (ranging from 100 milliseconds to 10 seconds for voice, with defaults at 1 second)
• Configure automated retry prompts that send follow-up messages when no input is detected
• Set maximum retry attempts (Max No Inputs) that allow the flow to branch to different paths when thresholds are exceeded
• Use continuation reprompts (up to 10 for AI-powered slots) to re-engage the customer

With whatsapp, when an agent sends a message via WhatsApp, you have up to 24 hours from the customer's last inbound message to reply with a free-form message. If more than 24 hours pass without a customer response, only pre-approved WhatsApp "template messages" can be sent.

Hope this helps!

thanks for your answer, but that solucion seems to be when the user is still in the flow, but my inquiry is when the customer and agent are having a conversation and the customer is not answer for a period of time.

Thank you for the clarification, Santiago!

 You're absolutely right - I misunderstood your original question. You're asking about automatic messages being sent during a live agent conversation when the customer goes silent, not during the bot flow phase.

Yes, Genesys Cloud does have a feature for this scenario called Inactivity Handling that can be configured at the queue level. Here's how it works:

Configuration:

Administrators can configure inactivity time limits for messaging interactions (including WhatsApp) in queue settings
The timeout period can be set between 1 minute to 30 minutes
You select which messaging channels this applies to (WhatsApp, Web Messaging, Apple Messages for Business, etc.)

Cheers, 

Excellent thread 

Hi Santiago,

Yes - for the scenario where the conversation is already with the agent (not inside the bot flow anymore), the correct feature is the queue-level Messaging Inactivity Timeout in Genesys Cloud.

However, there is one important distinction:

Native inactivity handling

Genesys can:

• detect inactivity
• timeout the messaging interaction
• disconnect/end the conversation after the configured period

But it does not natively send a custom automated "agent-side reminder message" like:

"Are you still there?"

during the active agent conversation.

Common workaround

What I've seen implemented in production is:

• Detect inactivity via conversation events/API
• Trigger a workflow/middleware
• Send an automated WhatsApp message through:
  • Open Messaging
  • WhatsApp API
  • or a bot reinjection flow

Important WhatsApp consideration

Remember the WhatsApp 24-hour session rule:

• inside the customer care window → free-form messages allowed
• outside 24h → only approved template messages

My recommendation

If you only need:

• automatic timeout/disconnect

→ Queue inactivity handling is enough.

If you need:

• proactive reminder messages during silence

→ you will likely need an event-driven custom solution (API/workflow/middleware), because this is not fully native today during live agent messaging sessions.