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  • 1.  How are you managing inactive web messaging conversations from an agent perspective?

    Posted 20 days ago

    Hi everyone,

    I'm interested in hearing how others are managing inactive web messaging conversations from an agent perspective.

    We have a scenario where a customer becomes inactive and never returns, but if the agent doesn't manually end the interaction, it continues to occupy the agent's messaging capacity.

    I know Queue Inactivity Handling can be configured based on customer inactivity, where the interaction can either be automatically disconnected or routed to an Architect flow before disconnecting.

    From an operational perspective, how are you managing the agent side of inactive messaging conversations?

    • Are you relying on Queue Inactivity Handling?
    • Are you using a Trigger and Workflow or another form of automation?
    • Or do you have an operational process for agents to manage these interactions?

    I also wonder if, similar to callbacks, there could be an option to automatically end an interaction when it's no longer active, rather than relying on the agent to manually disconnect it.

    I'd be interested to hear what has worked well in your environment and any best practices you've adopted.


    #DigitalChannels

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    Phaneendra
    Technical Solutions Consultant
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  • 2.  RE: How are you managing inactive web messaging conversations from an agent perspective?

    Posted 20 days ago

    Update: While reading through the documentation, I noticed something that confused me.

    The release announcement seems to suggest the timeout is based on customer inactivity:

    https://help.genesys.cloud/announcements/genesys-cloud/automatic-handling-of-inactive-messaging-interactions/

    However, the Resource Center states that a conversation is considered inactive when there is no exchange of messages, and that the inactivity timer applies to messages from both the agent and the customer, resetting whenever either side sends a message:

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

    Could someone clarify the intended behaviour? For example, if a customer sends a message and is waiting for an agent response, would the inactivity timer continue to run and eventually disconnect the interaction, or is the timeout only intended to apply when the customer becomes inactive?



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: How are you managing inactive web messaging conversations from an agent perspective?
    Best Answer

    Posted 19 days ago
    Edited by Phaneendra Avatapalli 19 days ago

    Hi Phaneendra,

    From an operational perspective, I normally rely on Queue Inactivity Handling rather than using a Trigger and Workflow for this scenario.

    The configuration depends on the customer’s requirement. If the goal is only to release the agent’s messaging capacity after a period of inactivity, I use the Disconnect option.

    If the customer wants the inactive journey to be recovered, I use the option to transfer the interaction to an Architect message flow. In the flow, I usually preserve information such as the original queue and the last agent ID. If the customer sends another message, the inbound flow can validate this information and route the interaction back to the original queue, using the previous agent as the preferred agent. If that agent is unavailable or the preferred-agent timeout expires, the interaction follows the queue’s standard routing.

    Regarding the documentation, the current Resource Center description is clearer: the inactivity timer applies when there is no message from either the customer or the agent, and it resets whenever either side sends a message.

    Therefore, if the customer sends a message and the agent does not respond, the timer continues running and the interaction can eventually be disconnected or transferred to the configured flow. Because of this, the inactivity period should be defined carefully so that an interaction is not closed while the customer is simply waiting for an agent response.

    For this specific use case, I would start with Queue Inactivity Handling and only add Architect logic when the business needs to preserve and recover the customer journey.



  • 4.  RE: How are you managing inactive web messaging conversations from an agent perspective?

    Posted 19 days ago

    Hi Raphael,

    Thanks for sharing your insights and recommendations,I really appreciate it. I think we'll go with Guest Session TTL, as it will disconnect the session anyway if the customer is no longer actively engaging. We'll just need to configure an appropriate timeout so it aligns with the customer experience we're aiming for. Thanks again for taking the time to explain your approach.



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    Phaneendra
    Technical Solutions Consultant
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