Park and resume a message interaction

The following permissions:

To park a conversation: Conversation > Message> Park
To reassign a conversation to another user or queue: Conversation > Communication > Blind transfer is allowed
To reassign a conversation to another user: Conversation > Communication > Blind transfer to agent
To reassign a conversation to another queue: Conversation > Communication > Blind transfer to queue
To transfer a conversation to another division: Conversation > Communication > Target
To: view the sender’s name and contact information: Relate > Contact > View or ExternalContacts > Contact > View

Genesys Cloud allows you to park a message interaction and then later resume, or unpark, the interaction.

Warning: Before an admin deletes a user, Genesys recommends that admins reassign any parked emails to another user or queue.

Park a message interaction

To park an active message interaction, above the message, click Park . The message interaction leaves your Conversations roster appears in Parked Conversations. To access Parked Conversations, click Menu > Workspace > Parked Conversations.

Note: By default, you can park a digital conversation up to seven days. Your admin can request that Genesys adjust the timeframe from one to 28 days.

Resume a message interaction

Click Menu > Workspace > Parked Conversations.
Under Action, click Resume Work . The message interaction returns to the Agent Workspace under your Conversations roster.

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