Genesys Cloud - Main

I have an issue where if a customer starts a conversation flow out of hours they get the out of hours message. However if the customer then tries to speak to the customer via chat later on (when we are open) it looks like they get left in limbo. Is this due to the threaded timeline and should this happen ?. Should the customer expect to be able to connect to an agent in hours if they have message out of hours and received no response ?.

#ArchitectureandDesign
#DigitalChannels

------------------------------
richard craig
------------------------------

Hi RIchard,

I wouldn't expect that to be the case and would recommend raising a ticket to customer care to investigate.  I would include example conversationIDs so they can check what has happened with these.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Are you disconnecting the conversation after transmitting the closed message? Without seeing your flow I can't tell if you are disconnecting the conversation, or leaving it running in the flow. I would think you have something like Hours Check > Closed > Communicate "We are currently closed, please come back during normal hours which are...... " > Disconnect. Then when the customer comes back it starts a new conversation. I don't think threading should be causing this. But it's possible.

------------------------------
Steve Alix
EDCi
------------------------------