Genesys Cloud - Main

Hello everyone,

I would like to know how other organizations are handling agent continuity for WhatsApp interactions in Genesys Cloud.

We currently have a queue with around 100 agents. During a voice call, agents manually send a WhatsApp template requesting the customer's location using an external/manual sending application.

The challenge comes when the customer replies later through WhatsApp. The business requirement is for the interaction to return to the same agent who originally handled the call and sent the template.

We already tested Preferred Agent Routing, but the results were not 100% consistent, especially considering agent availability, status changes, and delayed customer responses.

For those working with similar use cases:

• What architecture or routing strategy are you using?

• Are you relying on Architect, Data Tables, external integrations, participant data, or custom logic?

• How are you balancing agent continuity versus operational efficiency?

I would really appreciate hearing real-world experiences or best practices around this scenario.

Hi Luis,
I don't have any real-world examples to share, but I would like to share how I would try to handle this.

First of all, from what you are describing, I'm understanding that the customer stays connected to the agent on the voice interaction while receiving this Whatsapp notification to which they share their location. Correct?

If that's the case, there shouldn't be a delayed customer response or availability issue. Right? So there must be something I' missing on your scenario.

But in theory, your agents should be able to send this notification to the customer, and the customer should share their location. This would create a new conversation on Genesys (a message conversation), which would go through a Message Flow in which you would use Preferred Agent, as you already mentioned. Agent availability shouldn't be an issue if the agent is already talking to the customer on a voice call.

In any case, here are some things that can be considered while you try to find the best solution for your scenarios:

• You can set up the preferred agent to only look for that agent for a long time, if needed (hours, etc.), if this is a must.
• If there is not an absolute need of the preferred agent getting the call, then you should just decide how long is worth waiting for that specific agent (in case they are on a break, etc.), and then just let anyone take the message conversation.
• You can also increase how many simultaneous conversations an agent can handle (through utilization), to increase the chance of the preferred agent getting the conversations that they need to be handling.
• You can also implement Customer Journey (if not already in use), so that when the message conversation goes to a different agent, they are easily able to find the original voice conversation that originated this message. And with that on their hands they can listen to the recording to figure what the best way to handle the message, or the original agent can leave a note when wrapping-up the original voice interaction so that a second agent will have the necessary information to handle the message conversation.

But to simplify it a little.. If there is a must that the original agent gets the whatsapp conversation, then this should be solved with preferred agent.
Unless the agent is now on a leave for several days, there is no reason that this conversation can't be routed to them.
And if they are on a leave or unable to get this conversation AT ALL for the next few days, then there is absolutely nothing that we would be able to do. We simply have to route this to a different person.

And if there isn't an absolute need to route to the same person, then you should just define how long is worth waiting for them, and set preferred agent accordingly.

Sorry if this doesn't really help much haha, just trying to share how I would think about it, but I don't really have any real examples that I went through to share. But I hope it helps a little!