Inbound Initiated Whatsapp Messaging Session not updated to "Ended" after 24 hours of no response
Last updated 6 days ago ·Reference W-9008834 ·Reported By 48 users
When a visitor starts a Whatsapp Messaging Session by sending an inbound message, there is a 24 hour window where the Message can be responded to by an Agent. If that 24 hour window passes, the Session is technically terminated, but there is no update to the Messaging Session "Status" field. It remains "In Progress", the record stays in the Omni Queue and still gets routed to the next Agent even though it's technically no longer an active session. The Status field should get updated to "Ended" so the record can be removed from the Queue.
(Configure Whatsapp and Omni to handle routing the record)
1. Send an inbound Whatsapp message from your mobile device and it will route to a queue.
2. Wait 24hours
3. As an agent accept the message from the queue even though it's not technically active
None at this time as the Status field is read only
Reported By (48)
Is it Fixed?
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