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  • 1.  Web Messaging - Customer Inactivity Setting

    Posted 03-20-2023 11:01

    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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  • 2.  RE: Web Messaging - Customer Inactivity Setting

    GENESYS
    Posted 03-20-2023 13:35

    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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  • 3.  RE: Web Messaging - Customer Inactivity Setting

    GENESYS
    Posted 03-20-2023 13:37

    Another angle to Agent's efficiency is on this Idea, for future evaluation: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056



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    Angelo Cicchitto
    Genesys - Employees
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  • 4.  RE: Web Messaging - Customer Inactivity Setting

    Posted 03-20-2023 14:05

    Thanks Angleo. So if the  https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056 is implemented then this will help in for Customer Inactivity Setting.  



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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