Park and resume an email interaction

  • Conversation > Email > Parking permission
  • Conversation > Communication > BlindTransfer permission

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

Warning: If you delete a Genesys Cloud user, be sure to re-assign any of that user’s parked emails to another user or queue.

Park an email interaction

To park an active email interaction, above the message, click Park . The email interaction leaves your Conversations roster and appears under the Parked Conversation tab in List View.

Notes:
  • If a customer sends an additional message to a parked interaction, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
  • If you park an email interaction for more than seven days, Genesys Cloud removes the interaction from Parked Conversations and returns it to your active Conversations roster.
  • Each person can park up to ten emails; however, there is no limit to the number of parked emails for queues,  divisions, or organizations.

Resume an interaction

To resume, or unpark, an email interaction, follow these steps:

  1. From the sidebar, click List View .
  2. Click Parked Conversations.
  3. Under Action, click Resume Work . The email interaction returns to Interactions under your Conversations roster.