Hi Raluca,
In-queue email has a maximum duration of 72 hours, which is why the disconnection happens.
As you noticed, even when the flow completes its entire path, it then moves into Recurring States and continues looping until the interaction is either answered or disconnected due to the maximum duration limit.
http://help.genesys.cloud/articles/queue-call-flows/
From my perspective, we have two options:
1. Handle it in the inbound flow (simpler):
Apply the language and priority logic in the inbound flow and transfer directly to the correct queue. This way, you wouldn't need to configure in-queue email at the queue level.
2. Handle it in the In-Queue Flow (more complex):
In the In-Queue Flow, transfer back to the same queue (an interaction can have up to 30 in-queue flows).
The key concern is that the queue wait time resets in this scenario. You would need to adjust the logic to: wait X time, transfer again, and repeat. Also, it would be helpful to assign an appropriate priority on each transfer so the interaction doesn't always go back to the end of the queue.
Option 1 is simpler. Option 2 is something I haven't implemented or seen implemented before, so if you choose this approach, I strongly recommend running multiple tests before going live.
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Elisson Fernandes
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Original Message:
Sent: 04-29-2026 13:32
From: Raluca Radu
Subject: Email In-queue Flow
Hello,
Our customer needs a short In-Queue Flow for emails to calculate priority and redirect to another queue if the Interaction language does not match the queue. After this short code, we have the following questions and issues:
- We would like to exit the In-queue flow immediately after the code is executed. Unfortunately, this does not seem to be possible, we have to wait 72 hours for the flow to end. The Recurring state runs every X seconds/minutes/hours, even if it is empty. Is there any method to exit the In-Queue for Email when you want/need to?
- After 72 hours, the flow ends in Error, throwing "Execution time exceeded", we see all these errors in the Operational Console. Is there any way to end the In-queue flow without transferring to another queue, just end the flow and wait on the queue, without having the "Execution time exceeded" error?
- What do you know as best practice for the E-mail In-queue flow?
Thank you. Kind Regards,
Raluca
#Architect #Digitalchannels #Digital #Email
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Raluca Radu
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