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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Original Message:
Sent: 02-27-2026 14:13
From: Subhajit Podder
Subject: Disconnect In-Queue Message Flow with Queue's "Inactivity handling" in Queue Settings
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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