Genesys Cloud - Main

Hi,

We're currently testing the Message Parking feature for messaging interactions and have encountered an unexpected behavior.

When an interaction is parked and the customer sends a new message, the conversation does not return to the same agent who parked it. Instead, it appears to follow the normal routing process.

Is this the expected behavior of Message Parking, or is there a configuration that ensures the interaction is returned to the original agent when the customer replies?

Has anyone experienced this or found a solution?

Thanks in advance for your insights!

Hi Danilo,

I'm not sure whether there is already an Idea for this behavior, but as a workaround I usually consider two approaches.

The first is to use inactivity handling and route the interaction to a flow, where you can apply the required logic when the customer returns.

For a more manual approach, the agent can transfer the interaction from the script to a queue with no agents assigned. That queue can trigger an In-Queue Flow, where the return logic is handled. When the customer replies, you can identify the last agent and route the interaction back to the main queue using preferred agent routing, increasing the chance that it returns to the original agent.

I'm not aware of a native Message Parking configuration that guarantees the interaction will always return to the same agent, so it would be interesting to see whether someone else in the community has found a cleaner solution or is using a different approach.

I hope these ideas help provide some direction

Hi Danilo, 

When a message interaction is parked and the customer replies while it's parked, Genesys Cloud automatically resumes the interaction immediately.

However, the routing back to the original agent is not guaranteed - it depends on the queue configuration. According to the documentation: "If the original agent is available, the message conversation may be delivered to that agent. As a result, auto-resumed message conversations can be delivered to agents other than the most recent participant."

This means that while the system does attempt to route back to the original agent when they're available, the configured queue routing rules ultimately determine where the interaction goes. The interaction could be delivered to other agents based on queue routing logic.

Here's the link to the idea for returning a parked message to its origin agent.