Question on Open Messaging.
Does the 72 hour threading timeline apply to Open Messaging as well?
Is it possible to create an experience so that from the customer's perspective there is no 72 hour limit?
I'm thinking about long weekends due to public holidays where there may be no opportunity to respond on either end.
Yes, threading timeline applies to open messaging as well. 72 hours is just the default, you can adjust it per channel as you see fit. See this for more information Messaging threading timeline - Genesys Cloud Resource Center
For the second part of your question, I would need more information. Threading timeline only starts counting when the conversation is disconnected. If you wanted to leave the conversation connected in the flow, or queue, over the weekend/holiday then you certainly could.
Thanks @Greg_Boston
My understanding was the 72 hours was the maximum? The article you shared says 0 to 72. Can it go higher?
The scenario is less so when the interaction is waiting in queue, or in a flow, we can send auto messages for those.
The scenario is more around, agent has replied to the customer, customer is offline, agent disconnects.
It is a long weekend due to public holiday, customer is unable to view the message for the 72 hours due to being out of reception or just focused on life etc, on their return from holiday they want to reply but now it is outside the 72 hour window and now they can't. Can we artificially keep the interaction alive / active in that situation.
You're right, 72 hours is the maximum supported today, which can still support normal weekends fully.
Only you really know your end customers and use cases, and how time sensitive their inquiries are. My only suggestion would be to have your agents not disconnect until they feel the current, end customer, inquiry is fully resolved. Agents could transfer back to a queue for instance. Queues have in queue flows available, In-queue flows overview - Genesys Cloud Resource Center that could be used to keep the end customer engaged.
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