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  • 1.  Upcoming Digital Channel Feature - Message parking

    Posted 20 days ago
    Edited by Atsushi Hirano 5 days ago

    We are pleased to announce the delivery of Message Parking. With this feature:

    Agents can park and later resume message conversations including social direct messages, open messaging, web messaging, and SMS for a configurable duration (default: 7 days).

    Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions through analytics dashboards.

    Parked messages do not count toward billing, average handle time, or agent utilization, and each agent can park up to 25 messages. Visual cues, such as toast notifications and transcript logs, help users track parked interactions. Feature availability and permissions depend on the license type.

    A Guide to Parking Digital Conversations in Genesys Cloud
    A Deep Dive into the Digital Conversation Parking - Overview

    Questionnaire: We are exploring improvements to message and email parking and would value your perspective. To gather a broader range of use cases, we have prepared a brief questionnaire. Your participation is greatly appreciated. Link: https://forms.office.com/r/RhZwaai5yt

    Required permissions

    This feature is gated by the following permissions:

    • To park a conversation: Conversation > Message > Park

    • To reassign a conversation to another user or queue: Conversation > Communication > Blind Transfer

    • To reassign a conversation to another user: Conversation > Communication > Blind Transfer to Agent

    • To reassign a conversation to another queue: Conversation > Communication > Blind Transfer to Queue

    • To transfer a conversation to another division: Conversation > Communication > Target

    • To view the sender's name and contact information: Relate > Contact > View or ExternalContacts > Contact > View

    We'll update the status of this idea in Admin Response of this idea on Genesys Cloud Idea Portal


    #DigitalChannels

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    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
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  • 2.  RE: Upcoming Digital Channel Feature - Message parking

    Posted 19 days ago

    Is there a date planned for this feature release, and is this feature that we could enable in our non-prod region first before exposing to the production users?  We want to understand how this could impact the workflow for the various digital channels, (SMS, email and web messaging).   Good progress on this feature, thank you.   



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    Stan Prushinski
    Managing Director, Claim Contact Center Genesys Strategy
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    Original Message


  • 3.  RE: Upcoming Digital Channel Feature - Message parking
    Best Answer

    Posted 18 days ago
    Edited by Atsushi Hirano 18 days ago

    Stan - good news is we just got the approval to proceed to GA this feature. As such, I updated the Admin Response of this idea on Genesys Cloud Idea Portal as below i.e., from next week!

    This feature is not available unless relevant permissions are granted so you may try this in non-production environment before rolling it out to the production environment. 



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    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Upcoming Digital Channel Feature - Message parking

    Posted 17 days ago

    Fantastic news on this being released - we will look forward to testing on our digital communication channels 😃



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    Rebecca Sykes
    Digital Consultant
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    Original Message


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