Limitations - Genesys Cloud CX Text capture

A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Internal chat and messages between agents cannot be captured.
Information about conversations older than 60 days cannot be acquired.
Genesys Cloud merges all email messages that have the same subject line into a single interaction.
If Genesys Cloud processes conversations in batch every night, then a conversation that spans two or more calendar days does not appear in Verint immediately.
Genesys Cloud closes conversations from supported third-party messaging apps within a specified Threading Timeline, defined within the Genesys Cloud system. By default, the threading timeline is set to 72 hours. A conversation is considered to be open until the threading timeline expires. Any new messages that occur within the timeline are added to the related, open conversation. Exceptionally, for Genesys Web Messaging, if the agent manually closes the conversation by clicking the Close button, the conversation will not be reopened.

Example: Agent01 and Customer02 have two conversations in FaceBook Messenger. The first conversation ends on Monday at 22:00. The second conversation ends on Tuesday at 21:00. These two conversations are merged.

Currently, the call retention period for Genesys Cloud is 20 days. For more details, referContact retention for Genesys Cloud CX.

Text formatting in UI

Formatted text messages, such as bold, italic, or strikethrough are not rendered correctly in the user interface. Instead, raw formatting symbols are displayed.

Co-Browser attachment ingestion

Attachments generated in Genesys Cloud at the end of a Co-Browser session are not ingested with the conversation data.