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Park and resume a message interaction in embedded clients

Note: This article applies to Genesys Cloud for Salesforce and Genesys Cloud Embeddable Framework.

Agents can park a message interaction in embedded clients, such as Genesys Cloud for Salesforce and Genesys Cloud Embeddable Framework, and then later resume the interaction or unpark the message.

Park a message interaction

To park an active message interaction:

  1. Click Park in the call controls.
  2. Select the duration of the interaction to resume.
    The message interaction leaves the interaction list and appears in the Parked Conversation list.
Note:
  • If a customer sends an additional message to a parked interaction, the client removes the interaction from the Parked Conversations list and returns it to your active interaction roster.
  • 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

To resume or unpark a message interaction, follow these steps:

  1. In Salesforce, go to the Genesys Cloud Parked Conversations page.
  2. Under Action, click Resume Work from in the row for the message that you want to unpark.
    The message is unparked and now appears in the interaction roster.

    1. For more information, see and .