Hello Eynstein,
Unfortunately, this is currently due to a limitation with the Wait action. I know that emails can be parked for up to 7 days before it is returned to an agent's active Conversations roster.
I was looking at the Product Ideas Lab for a similar Idea and there were a few requests that were similar to what you are looking for. I would recommend commenting and voting on the features that you would like to see developed for Genesys Cloud.
If you want to make an enhancement request for Genesys Cloud, you can do so through the Product Ideas Lab.
To Access the Product Ideas Lab and add your idea:
- Sign in to the Genesys Knowledge Network.
- On the Product Ideas Lab section, click Browse and Submit Ideas.
- From the Product Ideas Lab, click Add a Product Idea.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 09-03-2025 15:12
From: Eystein Kylland
Subject: Keep conversation in In-Queue flow for a long time
Hello
We have som departments that need to put things on hold for a longer period. In Engage we used shared workbin since the whole department should be able to pick it if needed. I tested to pu it in a queue with and in-queue flow. In that flow I used the wait block. But it seems like after 72 hours in the wait block it goes to error handling. Confirmed by Genesys. We are looking a solution without migrate to work automation to have a "workbin"/"Queue" that an interaction can wait for longer period. days to month before it is routed back. I have made a scripts that put it into a queue with a timestamp, but since the wait block fails after 72 hours it don't meet our requirements
#DigitalChannels
#Routing(ACD/IVR)
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Eystein Kylland
Tech lead
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