Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Message parking for Genesys Cloud"

Agents can now park and resume message conversations, including social DMs, 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 from analytics dashboards. Parked messages do not count toward billing, average handle time, or agent utilization, and agents can park up to 25 messages each. Visual cues, such as toast notifications and transcript logs, help users track parked interactions. Feature availability and permissions depend on license type.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/march-23-2026/

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