Genesys Cloud – Message parking for Genesys Cloud

In a future release, Genesys Cloud will introduce message parking, which lets agents temporarily set aside message conversations and return to them later without losing context. 

With message parking, agents can park message conversations and continue handling new incoming messages. Parked conversations appear in a separate list view and include visual indicators such as expiration time and conversation type, making it easier to track what needs follow-up. Agents can resume parked conversations when they are ready, with the full conversation history preserved.

Supervisors gain visibility into parked message conversations through analytics and can transfer parked conversations to another agent, themselves, or a queue. This ability makes it easier to rebalance workloads and ensure that customers receive timely responses.

Message parking applies to message-based interactions such as social direct messages, open messaging, and web messaging. The parked duration does not count toward active handle time, billing, or inactive timers, and parked conversations do not block agents from receiving new messages.

What’s changing

• Agents can park and resume message conversations within a configurable duration.
• Parked conversations appear separately from active conversations.
• Supervisors can check attributes, and track and transfer parked conversations.
• Parked time is excluded from active handle time and billing metrics.