Genesys Cloud - Main

Wondering if anyone knows a workaround from the Supervisor level to transfer a SMS/Whatsapp/webmessage that's already assigned to another agent. Use case is when an agent logs out for the day without closing an interaction and we need another agent to complete it. 

Thanks for your help!

Rich Miller

Christian Broadcasting Network

Hi Rich,

Currently you would need to use the API https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-messages--conversationId--participants--participantId--replace to move the interaction to another user.  Although there is an idea on the Genesys Cloud Product Ideas Lab: Allow agents to park social, web, open messages, and SMS to handle more interactions, and supervisors to reduce overall handling time by re-assigning them to another agents or queues.

I would add your use case/business requirements so that it can be considered by the Product Management team

Wondering if anyone knows a workaround from the Supervisor level to transfer a SMS/Whatsapp/webmessage that's already assigned to another agent. Use case is when an agent logs out for the day without closing an interaction and we need another agent to complete it. 

Thanks for your help!

Rich Miller

Christian Broadcasting Network