Genesys Cloud - Routing and Queues - Accept and respond to message interaction

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AcceptRequesting andTime Respond to a Message InteractionOff (Genesys Cloud)

Summary

AcceptingRequesting andtime responding to a message interactionoff in Genesys Cloud Workforce Management (WFM) allows agents to communicatesubmit withrequests customersfor throughscheduled digital messaging channelsleave such as webvacation, messaging,personal SMS, WhatsApp, Facebook Messenger,time, or other supportedapproved messagingabsence integrationstypes. These requests are reviewed and validated against staffing requirements, scheduling rules, and time-off limits. Whenconfigured aby messageworkforce interactionadministrators.

is

The routedtime-off request process helps organizations maintain service-level coverage while providing agents with flexibility to anmanage agenttheir through a queue, the agent can accept the interaction and reply directly from the Agent Workspaceschedules.

Messaging interactions provide an asynchronous communication experience where agents and customers can exchange messages without requiring a continuous voice connection.

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Utilization

Use Case	Description
CustomerVacation support via messagingplanning	Agents assistrequest customerstime throughoff chatfor orplanned messagingvacation channelsperiods
AsynchronousPersonal conversationsappointments	CustomersAgents andrequest agentsshort-term canleave respondfor withoutappointments stayingor continuouslypersonal connectedcommitments
DigitalSick customer engagementleave	OrganizationsAgents providenotify supportmanagement throughof popularillness messagingor platformsunexpected absence
Multi-interactionPlanned handlingschedule changes	Agents canrequest managefuture multipleschedule messageadjustments interactionsin simultaneouslyadvance
Queue-basedWorkforce routingscheduling compliance	MessagingEnsures interactionsrequests arealign routedwith throughstaffing queuesand similarforecast to voice callsrequirements

MessageTime-off interactionsrequests helpare organizationsvalidated supportagainst digital-firstcapacity customer communication channels while maintaining structured queue routinglimits and agentworkforce management.planning rules to ensure the contact center maintains appropriate staffing levels.

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Best Practices

metrics

Practice	Reason
RespondSubmit promptlyrequests afteras acceptingearly theas interactionpossible	ImprovesIncreases customerlikelihood experienceof approval before staffing limits are reached
Verify team policies and responseblackout timeperiods	Prevents requests during restricted scheduling windows
Monitor request status	Allows agents to respond quickly if adjustments are required
Use approvedthe responsecorrect templatestime-off or quick repliestype	Ensures consistencyaccurate reporting and reducesworkforce response timeplanning
MaintainAvoid asubmitting professionalmultiple toneoverlapping requests	MessagingPrevents interactionsscheduling still represent the organization's brandconflicts
ReviewCommunicate with supervisors if the conversationrequest historyis before respondingurgent	ProvidesHelps contextensure fortimely accurate responses
Manage multiple interactions carefully	Prevents delayed responsesreview and improves interaction handling
Use internal notes when necessary	Allows collaboration with other agents or supervisorsapproval

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Example Scenarios

Scenario 1 – WebPlanned Messaging Customer SupportVacation

CustomerAgent opensplans webvacation messagingweeks chatin ↓
Interaction routed to support queueadvance
        ↓
Agent receivessubmits messagetime-off interactionrequest in WFM
        ↓
System validates staffing requirements
        ↓
Supervisor reviews and approves request
        ↓
Schedule updates to reflect approved time off

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Scenario 2 – Personal Appointment

Agent needs time off for medical appointment
        ↓
Agent acceptssubmits interactiona partial-day time-off request
        ↓
System checks available time-off capacity
        ↓
Request is approved and schedule updated

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Scenario 3 – Sick Leave Notification

Agent becomes ill before scheduled shift
        ↓
Agent respondssubmits toa customertime-off throughrequest messagingfor panelthe shift
        ↓
Supervisor reviews request
        ↓
Schedule reflects absence and staffing is adjusted

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Key Benefits

Benefit	Explanation
Improved schedule management	Agents can plan time off without disrupting staffing
Workforce compliance	Requests are validated against staffing rules
Better visibility for supervisors	Managers can track and approve requests efficiently
Enhanced employee satisfaction	Provides flexibility while maintaining operational coverage