Hello,

We are working on developing web messenger and are wondering when the 72 hours timeout applies.
Does the countdown start when the interaction is queued or when it is picked up? Our understanding is that it was alive for 72 hours but we have noticed it can be longer. For example, when the customer is interacting with a bot, the 72 hours does not seem to apply since the interaction is queued after.
Would it be possible to confirm or provide more insights on this timeout?

Thank you,
Louis
#ArchitectureandDesign
#DigitalChannels
#ConnectwithaCustomer(NEW)

------------------------------
Louis D.
------------------------------

Hi.
Threading Timeline behavior is described here: A messaging threading timeline determines the amount of time a messaging conversation remains open after after the agent/system disconnects. Once disconnected, the messaging threading timeline begins and will determine how long a messaging conversation threads together before the next message sent starts a new conversation.
That does align with what you're observing: while interaction is in a Queue or handled by Bot, the Threading Timeline does not apply. Threading Timeline starts counting only after the conversation has been disconnected (by Bot or Agent). At that point, a new inbound message from the End-User would change the conversation state, from "disconnected" to "active", which disables the Threading Timeline timer until next disconnect event.

------------------------------
Angelo Cicchitto
Genesys - Employees
------------------------------

Original Message:
Sent: 11-10-2022 09:42
From: Louis Dambrosio
Subject: Web Messenger Interaction Timeout

Hello,

We are working on developing web messenger and are wondering when the 72 hours timeout applies.
Does the countdown start when the interaction is queued or when it is picked up? Our understanding is that it was alive for 72 hours but we have noticed it can be longer. For example, when the customer is interacting with a bot, the 72 hours does not seem to apply since the interaction is queued after.
Would it be possible to confirm or provide more insights on this timeout?

Thank you,
Louis
#ArchitectureandDesign
#DigitalChannels
#ConnectwithaCustomer(NEW)

------------------------------
Louis D.
------------------------------

Thank you @Angelo Cicchitto.

In the scenario where we use a bot to collect customer's input. Example:
1. Bot asks for email
2. Bot asks for inquiry

If the customer provides their email but then do not reply to the bot, we have a disconnect from the bot since the customer did not reply. In this case, the timeline would start if I understand. We are using the survey invite triggered after when the thread timeline ends.​ Would that trigger the survey since it was a bot disconnect?

------------------------------
Louis D.
------------------------------

Original Message:
Sent: 11-10-2022 09:58
From: Angelo Cicchitto
Subject: Web Messenger Interaction Timeout

Hi.
Threading Timeline behavior is described here: A messaging threading timeline determines the amount of time a messaging conversation remains open after after the agent/system disconnects. Once disconnected, the messaging threading timeline begins and will determine how long a messaging conversation threads together before the next message sent starts a new conversation.
That does align with what you're observing: while interaction is in a Queue or handled by Bot, the Threading Timeline does not apply. Threading Timeline starts counting only after the conversation has been disconnected (by Bot or Agent). At that point, a new inbound message from the End-User would change the conversation state, from "disconnected" to "active", which disables the Threading Timeline timer until next disconnect event.

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 11-10-2022 09:42
From: Louis Dambrosio
Subject: Web Messenger Interaction Timeout

Hello,

We are working on developing web messenger and are wondering when the 72 hours timeout applies.
Does the countdown start when the interaction is queued or when it is picked up? Our understanding is that it was alive for 72 hours but we have noticed it can be longer. For example, when the customer is interacting with a bot, the 72 hours does not seem to apply since the interaction is queued after.
Would it be possible to confirm or provide more insights on this timeout?

Thank you,
Louis
#ArchitectureandDesign
#DigitalChannels
#ConnectwithaCustomer(NEW)

------------------------------
Louis D.
------------------------------