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  • 1.  View Past Interactions Prior to 24hr Threaded Limit

    Posted 11 days ago
    Edited by Bhairavi Thalayasingam 11 days ago

    Hi,

    I was wondering if anyone else has been having issues with the 24 hour threaded limit for Genesys SMS and if there is a known workaround for displaying all past conversations in either Salesforce Lightning or within the Genesys widget itself. 

    Our teams are currently using Twilio and looking to potentially switch to Genesys SMS. Twilio provides users with a single interface in Salesforce where they can just scroll up on the widget and they can see all past conversations from however long ago as needed. Our team would like something similar to that but for Genesys SMS. 

    #SMSMessage #SalesforceLightning


    #WebMessaging

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    Bhairavi Thalayasingam
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  • 2.  RE: View Past Interactions Prior to 24hr Threaded Limit

    Posted 11 days ago

    Hi Bhairavi

    According to my understanding the default for SMS should also be 72 hours - https://help.genesys.cloud/articles/messaging-threading-timeline/

    I found this idea on the Aha Ideas portal which is currently in "future consideration" status.

    You will still be able to view the past conversations in Genesys interaction workspace.  It will just be multiple interactions and not one should the message exceed the 72 hours.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: View Past Interactions Prior to 24hr Threaded Limit

    Posted 10 days ago

    Hi Bhairavi,

    This is expected behavior in Genesys SMS and differs from Twilio's conversation model.

    Genesys messaging uses a threading window (72 hours for SMS). Once that window is exceeded, a new interaction/thread is created, even if it's the same customer. Because of this:

    • You won't see an "infinite scroll" conversation like Twilio in the Genesys widget or Salesforce Lightning
    • Historical messages are split across multiple interactions, not a single thread

    That said:

    • All past conversations remain accessible, but only as separate interactions
    • Agents can view full history in Genesys Interaction Workspace or via conversation history linked to the contact, depending on the Salesforce integration setup

    Currently, there is no native workaround to bypass the threading limit or merge threads in the UI. The only alternative is using custom Salesforce reporting or API-based views to reconstruct history outside the widget.

    This is a known product gap and aligns with the Aha idea already mentioned.

    Hope this helps set expectations when comparing with Twilio.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


  • 4.  RE: View Past Interactions Prior to 24hr Threaded Limit

    Posted 9 days ago

    This is a hinderance compared to many other solutions for messaging interactions.
    Having to open each older interaction in turn is cumbersome and slow compared to being able to simply scroll up.



    ------------------------------
    Angus Huckle
    Chapter Lead
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    Original Message


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