Genesys Cloud - Developer Community!

#Integrations
#MobileMessenger

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Tom Parker
Solutions Architect
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Hi Tom,

There are actually two recently delivered features worth looking at here.

The first is Automatic Handling of Inactive Messaging Interactions now available and configured at queue level to disconnect or reroute after a configurable inactivity period:

https://help.genesys.cloud/articles/disconnect-or-reroute-inactive-messaging-conversations/

The second, which more closely addresses your nudge use case, is Configurable Guest Session for Web Messaging released in April 2026. Admins can configure the Guest Session TTL and customers are notified in the final 5 minutes before their session expires. For shorter sessions under 60 minutes, the welcome message can also inform customers upfront when the session will expire. This gives customers the transparency and nudge you are describing though it is tied to session expiry rather than a specific agent response inactivity timer.

More details here: https://community.genesys.com/discussion/introducing-configurable-guest-session-for-web-messaging-1

Hope I this helps!

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Phaneendra
Technical Solutions Consultant
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Hi Tom, 

@Phaneendra Avatapalli suggestions are great, I would say the first one though would likely align with what you may be looking for a little more. 

With the first one, after X period the system can process the interaction to be moved to one of two states - Disconnect or Inbound Flow. With the latter, you can compose custom logic within this flow to send messages with follow on actions and if the customer responds you can control how this is handled via standard routing within Genesys. This method also removes the interaction from the agents active interactions thus freeing up their utilization to answer other Web Messages. 

Hope this helps

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Josh Coyle
Senior Professional Services Consultant
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That's great, thanks Josh! I'll take a look 👍

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Tom Parker
Solutions Architect
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Original Message:
Sent: 07-13-2026 20:22
From: Josh Coyle
Subject: Customer Inactivity Nudging in Genesys Cloud Web Messaging

Hi Tom, 

@Phaneendra Avatapalli suggestions are great, I would say the first one though would likely align with what you may be looking for a little more. 

With the first one, after X period the system can process the interaction to be moved to one of two states - Disconnect or Inbound Flow. With the latter, you can compose custom logic within this flow to send messages with follow on actions and if the customer responds you can control how this is handled via standard routing within Genesys. This method also removes the interaction from the agents active interactions thus freeing up their utilization to answer other Web Messages. 

Hope this helps

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Josh Coyle
Senior Professional Services Consultant
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