Genesys Cloud - Main

Have you ever wished you could set the duration of your chat to better service your customers? The Genesys Q&A Show has got you covered with a new feature to customize Async Messaging. We've got a great deck presentation, demo, and Q&A with three product experts on the topic. This feature went live on April 20th, 2026, so it's ready for you to implement. A huge thank you to @Angelo Cicchitto, @Anthony Romero and @David Kempl for sharing your expertise!

Chapters: 
0:00 - 0:30: Intro
0:31 - 6:02: Deck presentation on Async Messaging
6:03 - 10:55 - Demo of Async Messaging
10:56 - 18:22: Q&A Session 1
8:23 - 18:42: Outro

Resource Links: 
Messenger Configuration Guide:
https://help.genesys.cloud/articles/configure-messenger/

Web Messaging Customer Stories:
https://www.genesys.com/customer-stories?tax_capability=web+messaging

10 Web Messaging and In-App Features You Need Now:
https://www.genesys.com/blog/post/10-web-messaging-and-in-app-features-you-need-now

#CommunityVideos(TAM,QA,etc.)

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Nicole Milliken
Senior Online Community Video Specialist
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How far behind is Open Messaging in comparison? Eg the Guest Session configuration, will that be coming to Open Messaging or will that remain at 72hours?

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Anton Vroon
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Hello Anton, 

Open Messaging integrations remain limited to the 72-hour maximum threading timeline configuration. If you need something like this it might be worth looking in the ideas lab. I don't see anything like this currently. 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 06-23-2026 18:51
From: Anton Vroon
Subject: Q&A Show: New Async Messaging Feature!

How far behind is Open Messaging in comparison? Eg the Guest Session configuration, will that be coming to Open Messaging or will that remain at 72hours?

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Anton Vroon
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Hey Cameron,

thank you on pointing out this. When exactly is the 72-hour max thread timeline "re-started". Is it when the customer sends again an inbound message or is it also "re-started" when the customer would receive an message from service center, especially for the open-messaging-scenario.

Thank you for clarifying this, very much appreciated.

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BR,
Uzay
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Original Message:
Sent: 06-24-2026 09:55
From: Cameron Tomlin
Subject: Q&A Show: New Async Messaging Feature!

Hello Anton, 

Open Messaging integrations remain limited to the 72-hour maximum threading timeline configuration. If you need something like this it might be worth looking in the ideas lab. I don't see anything like this currently. 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 06-23-2026 18:51
From: Anton Vroon
Subject: Q&A Show: New Async Messaging Feature!

How far behind is Open Messaging in comparison? Eg the Guest Session configuration, will that be coming to Open Messaging or will that remain at 72hours?

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Anton Vroon
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Great demo. We had a couple of customers requesting this so really cool it is here!

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Jonathan Nolan
President
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Thanks and great deck presentation.

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Raja Sridhar Nagella
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Nice to Watch.

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Rohit Yadav
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Thankyou for the Nicole Milliken

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Satish Huzuru
Infra Transformation Associate Manager
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Thankyou for the info Nicole Milliken

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Satish Huzuru
Infra Transformation Associate Manager
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Thank you.

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AJAY KUMAR
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