Yes, that is the main limitation.
If you use the native inactivity handling and route the interaction to a flow, the interaction is no longer actively connected to the same agent in the same way. You could try to return it using preferred agent routing, but that is not the same as keeping the customer and agent connected while only sending a warning message.
From what I know, there is no native configuration today that sends a customer-facing inactivity warning while keeping the interaction assigned to the current agent, like: "Please respond in the next 3 minutes or this conversation will be disconnected."
The native option is more like: after the inactivity timer expires, disconnect the interaction or route it to a flow. That flow can send a message, but at that point the agent handling path changes.
So, natively, I would say you can warn the customer when moving to the inactivity flow, but not keep the same active agent assignment and send a pre-timeout warning without custom development.
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Arthur Pereira Reinoldes
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Original Message:
Sent: 06-23-2026 13:27
From: Nathan McKay
Subject: Messenger Automated warnings pre-disconnect
If I route it to a new flow, won't that disconnect the agent from the current customer?
I would like to keep the agent and the customer connected, with a 2 minute delay saying something to the effect of "Hey, we haven't heard from you, send a message in the next 3 minutes to avoid being disconnected from the current agent".
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Nathan McKay
Jr. Administrator
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Original Message:
Sent: 06-23-2026 12:06
From: Arthur Pereira Reinoldes
Subject: Messenger Automated warnings pre-disconnect
Hi, @Nathan McKay
For Web Messenger and other Genesys Cloud messaging channels, I would look at the native inactivity handling available at the queue level.
Genesys Cloud allows you to configure an inactivity timer for messaging conversations and decide what happens when the conversation becomes inactive. You can either disconnect the interaction or route it to an Architect message flow.
If the goal is to warn the customer before closing the interaction, I would use the route-to-flow option and send a final message such as: "We have not received a response for some time, so this conversation will be closed. Please start a new conversation if you still need help."
This is supported for several ACD messaging channels, including Web Messaging, WhatsApp, SMS, Open Messaging, Facebook Messenger, Instagram, and others.
One important detail: the native countdown/warning indicator is mainly visible on the agent side. If you need a customer-facing warning message, I would handle that through the inactive message flow or a custom message before disconnecting.
So yes, I would suggest using Genesys Cloud inactivity handling for messaging channels, and routing inactive conversations to an Architect flow if you want to control the message shown to the customer before the conversation is closed, and if the customer answers, it can be routed again to the queue.
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Arthur Pereira Reinoldes
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