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  • 1.  How resume message?

    Posted 10-31-2022 18:00
    No replies, thread closed.
    Hi team,

    Someone know how we can resume a mesage interaction from 'Ended' to "Alerting" status?
    For example, a message interaction is receivedand after manage this interaction same agent or other need to contact same customer, how they could start a new message keeping the previous message thread?

    Thanks in advance.
    #DigitalChannels

    ------------------------------
    Josue Garcia
    Evolutio Cloud Enabler, S.A.
    ------------------------------


  • 2.  RE: How resume message?

    Posted 11-04-2022 23:35
    No replies, thread closed.
    This is something that Genesys is looking into, especially for Mobile-embedded messaging.  It is kind of hard to assume that the customer will be able to get on the same thread since that time is hard-coded at 72 hours at the moment, meaning if the customer does not re-initiate a message in that time frame, it will not be part of the same session.  This is all in discussion and will have many changes over the next several months.  Please present ideas along these lines on the Ideas site.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: How resume message?

    Posted 11-07-2022 04:44
    No replies, thread closed.
    Hello Josue,

    I was looking at the latest Product Roadmap with a customer last Friday and I recall the Digital side of the house currently working on the feature Reply to Closed Digital Interactions. Release projection is currently mapped Q2 of next year, with the feature being available on emails first. As I understand your query, I think this upcoming feature should address your use case.

    Sign in to the Genesys Knowledge Network (GKN) to see the Product Roadmap link on the homepage.

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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 4.  RE: How resume message?

    Posted 11-08-2022 04:45
    No replies, thread closed.
    Hi Jan Nico,

    As Robert Wakefield-Carl said there is not way to do this task, using Data Actions or whatever meanwhile this feature is delivered, correct?

    Regards

    ------------------------------
    Josue Garcia
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 5.  RE: How resume message?

    Posted 11-08-2022 06:46
    No replies, thread closed.
    Yes, Josue. I am not aware of any commercially available solution. I would say that developing an application using APIs might be possible, but with the updates quite near the better option would be to wait.

    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------

    Original Message


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