Genesys Cloud - Main

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I also wonder if, similar to callbacks, there could be an option to automatically end an interaction when it's no longer active, rather than relying on the agent to manually disconnect it.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

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?