Park and resume an email interaction
Genesys Cloud allows you to park an email interaction and then later resume, or unpark, the interaction.
Warning: Before an admin deletes a user, Genesys recommends that admins re-assign any parked emails to another user or queue.
Park an email interaction
To park an active email interaction, above the message, click Park .The email interaction leaves your Conversations roster and appears in Parked Conversations. To access Parked Conversations, click Menu > Workspace > Parked Conversations.
Notes:
- If a customer sends an additional message to a parked interaction, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
- If you park an email interaction for more than seven days, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
- Each person can park up to ten emails; however, there is no limit to the number of parked emails for queues, divisions, or organizations.
- Your admin can reassign parked conversations. For more information, see Interactions view.
- By default, you can park an email interaction for up to seven days. Your admin can request that Genesys adjust the timeframe from one to 28 days.
Resume an email interaction
To resume, or unpark, an email interaction, follow these steps:
- Click Menu > Workspace > Parked Conversations.
- Under Action, click Resume Work . The email interaction returns to the Agent Workspace under your Conversations roster.
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