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Configure email and message parking for agents

Parking enables agents to temporarily set aside message and email conversations should they require more information to further process and close the conversation.

Agents can park active conversations and continue handling new incoming interactions. Parked conversations appear with indicators, such as expiration time and conversation type, to help agents quickly identify items that require follow-up. When ready, agents can resume parked conversations with the full interaction history intact.

Supervisors have visibility into parked conversations through analytics and can transfer them to another agent, themselves, or a queue. Message parking applies to message-based interactions, including social direct messages, open messaging, web messaging, and emails. Parked time does not count toward active handle time, billing, or inactivity timers, and parked conversations do not prevent agents from receiving new messages.

Note: When a parked message is automatically resumed, agents may be required to complete wrap-up before they can begin working on the resumed interaction. This behavior depends on the . Genesys Cloud supports multiple queue wrap-up options that determine whether agents must complete wrap-up before moving to the next interaction. Review your queue’s wrap-up settings to understand how this behavior applies in your environment.

For more information about configuring conversation parking settings, see .