Genesys Casual

Hi Genesys Community,

We are currently working with WhatsApp open messaging sessions (48-hour customer lifecycle) and we found an operational challenge regarding routing continuity.

Current behavior:

• Customer starts in Queue A from the inbound message flow

• Interaction is later transferred/escalated to Queue C

• If the original preferred agent is unavailable and the customer sends a new message within the active WhatsApp session window, the interaction returns to the original queue from the IVR/flow instead of the last queue that actually handled the interaction.

Our expected behavior would be:
If the last agent is unavailable, route the interaction to the last queue that handled the customer conversation during the active messaging lifecycle/session.

Has anyone implemented something similar?
We are evaluating:

• Preferred Agent Routing

• External CRM/context storage

• Data Tables

• Architect + Data Actions

But we would like to know if there is a more native or recommended approach inside Genesys Cloud.

Thanks!