Genesys Cloud - Main

We are excited to announce that we will be delivering message parking in addition to the existing email parking capability for digital channels. The attached infographic highlights both email and message parking.

While there are some differences between email and message parking, we are already planning enhancements for email parking:

1. Provide the option to route auto-resumed (unparked) emails back to the original queue – CECC-I-1299.
   If last-agent routing is configured, the resumed email will be delivered to the previous agent if available.

2. Allow agents to set the parking duration – CECC-I-1294.
   This is a standard capability already available for message parking.