Hi @Jeevan Kumar Jayabalan we do not support any customer inactivity natively, because we consider Web Messaging a channel capable of asynchronous conversations, allowing End-Users to potentially come back to their conversation at a later time, when it's more convenient to resume the conversation or ask for follow-up. Therefore trying to automatically detect message inactivity, to close the conversation, is not planned, as it might prevent End-User from follow-up. What we are planning is to expose a new feature where we would allow End-Users to explicitly "clear" the conversation, which would also stop the processing (disconnect conversations while in-queue, wrap-up conversation with agents). See Idea here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-118
Optimized routing based on End-User's online presence is something we'll revisit later.
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Angelo Cicchitto
Genesys - Employees
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Original Message:
Sent: 03-20-2023 11:00
From: Jeevan Kumar Jayabalan
Subject: Web Messaging - Customer Inactivity Setting
Hi Team,
Do Web Messaging Support Customer Inactivity Time out. If Customer does not respond to the chat for certain interval of time, can we set the timeout and provide the alert to the customer and then close the interaction ?
Regards,
Jeevan.
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
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Jeevan Kumar Jayabalan
The Travelers Indemnity Company
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