Genesys Cloud - Main

I have designed a survey where the Survey Bot flow is inside the In-Queue Message flow. After conversation chat is transferred by an agent to a unstuffed Queue "Survey Queue" for handling Survey using Bot in the same Conversation session. I setup "Inactivity handling" in this queue for disconnecting the conversation if a customer does not reply or keep the session IDLE with 1 minute as Disconnect Timer selecting channel as Open Messaging [Timer -> 1 Minute and Action ->Disconnect]. But instead of disconnection it played No-Input message during Idle session. Is there any priority on No-Input Timeout over Inactivity Timeout? Or I need to setup it different way? Or the inactivity disconnect does not work with In-Queue flow.

Note: It was designed before post flow launch.

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels
#Implementation
#System/PlatformAdministration

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Subhajit Podder
NA
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Hello Subhajit,

Have you checked the Flow Execution history of that flow to see why it defaulted to that path?

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Jason Kleitz
Online Community Manager/Moderator
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hi Kaio,

Thanks for the input @Kaio Oliveira. I know about the post flow, but trying to do inactivity handling with the existing process because of agent training and major flow change. Hence, trying to use the inactivity timeout in queue.

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Subhajit Podder
NA
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Original Message:
Sent: 02-28-2026 11:16
From: Kaio Oliveira
Subject: Disconnect In-Queue Message Flow with Queue's "Inactivity handling" in Queue Settings

If the idea is to send it to the survey, Genesys recently released post-flow for inbound messaging.

 

Wouldn't it be better to make an adjustment and use post-flow?

 

With this, the agent no longer needs transfer to another queue; they just need to disconnect, and the interaction goes to the survey flow (you  have to switch from inqueue to inbound message).

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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