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  • 1.  Customer Inactivity Nudging in Genesys Cloud Web Messaging

    Posted 3 hours ago
    Just posting to see if there's a solution on the Genesys Roadmap for being able to detecting periods of customer inactivity and proactively sending reminder messages ("nudges") if the customer does not respond to an agent within a configurable timeframe e.g. After a further 120 seconds of inactivity, the customer receives 
    "We haven't heard from you for a while. We'll keep this conversation open for a few more minutes."

    #Integrations
    #MobileMessenger

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    Tom Parker
    Solutions Architect
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  • 2.  RE: Customer Inactivity Nudging in Genesys Cloud Web Messaging

    Posted 2 hours ago

    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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