Message Interactions Waiting in Queue, Waiting for Response, Page Closed

[Danniel_Cioti]

Hi team, I hope you are doing well.

I'm looking for information in the forum but I haven't found a topic that covers all my doubts, could you help me?

They are:

1 - An interaction of a message waiting in the queue, is it waiting indefinitely or does it follow the configured Threading Timeline? Will these interactions be disconnected by some automatic mechanism or will they be put on hold indefinitely?
2 - An interaction that is with an agent, but has not been closed, is it waiting indefinitely for a response from the customer and/or agent or does it follow the configured Threading Timeline? Will these interactions be disconnected by some automatic mechanism or will they be put on hold indefinitely?
3 - An interaction that is with an agent, but was placed on hold/held, is it indefinitely waiting for a response from the client and/or agent or does it follow the configured Threading Timeline? Will these interactions be disconnected by some automatic mechanism or will they be put on hold indefinitely?
4 - An interaction that is in the queue or with an agent, but the customer closed the page or refreshed (F5), is it waiting indefinitely or does it follow the configured Threading Timeline? Will these interactions be disconnected by some automatic mechanism or will they be put on hold indefinitely?

Thank´s
Danniel

[Angelo_Cicchitto]

Hi @Danniel_Cioti
In general Threading Timeline counter starts ticking only after an interaction has been disconnected, but does not apply while the interaction is in-progress (within Flow/Queue or with Agent). This applies to all Messaging channels, including Web Messaging.

• Interactions waiting in Queue are not affected by Threading Timeline. There is a max queue duration of 59 days documented here, but of course you can add more business logic via In-Queue Message Flows.
• A Messaging interaction will stay with an Agent until the Agent decides to disconnect. See this Idea for future improvements across all Messaging interactions: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056
• As Web Messaging is asynchronous by nature, we do not consider closing the browser as an indications of the End-User wanting to "close" the conversation: we'll add a new command in Messenger for End-User to explicitly Clear the session, but no plans for idle/inactivity detection. You may achieve something similar with logic within In-Queue flows.

[Danniel_Cioti]

Hi Angelo!

Thank you very much for the information!