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  • 1.  Whatsapp overriding all settings

    Posted 04-08-2025 04:53
    No replies, thread closed.

    Hi,

    We started to test Whatsapp as a communication channel and come across some very unusual behavior.

    1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

    2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

    3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

    4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

    Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

    Anyone who has advice on what we could try?

    Thanks 


    #DigitalChannels
    #Unsure/Other

    ------------------------------
    Laura Gailite-Holmberga
    Group Customer Service Process Manager
    ------------------------------


  • 2.  RE: Whatsapp overriding all settings

    Posted 04-08-2025 14:43
    No replies, thread closed.

    Hello Laura,

    I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Whatsapp overriding all settings

    Posted 04-09-2025 02:01
    No replies, thread closed.

    I've never seen such behavior on any channel in Genesys at all, so I'm really at a loss for ideas. 
    Yes, OUT and IN queue is the same. We couldn't change the IN queue even when we wanted to - it kept sending the incoming message to the original queue. 



    ------------------------------
    Laura Gailite-Holmberga
    Group Customer Service Process Manager
    ------------------------------

    Original Message


  • 4.  RE: Whatsapp overriding all settings

    Posted 04-09-2025 05:32
    No replies, thread closed.

    Hey @Laura Gailite-Holmberga,

    we also started testing WhatsApp last week and I can cofirm the described behaviour, too.

    Due to other projects with higher prio I didn't created a ticket right now.

    BR, Robert



  • 5.  RE: Whatsapp overriding all settings

    Posted 04-09-2025 09:25
    No replies, thread closed.

    I've put a ticket in with our Genesys partner, but anyone with similar problems reporting them might help speed this up.



    ------------------------------
    Laura Gailite-Holmberga
    Group Customer Service Process Manager
    ------------------------------

    Original Message


  • 6.  RE: Whatsapp overriding all settings
    Best Answer

    Posted 04-09-2025 10:14
    No replies, thread closed.

    Ciao,

    your description corresponds to Last agent routing, look at this link: Why is an email/message routed from a queue to an agent who is no longer in that queue? - Genesys Cloud Resource Center

    A.



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    Andrea Clivati
    Consultant
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    Original Message


  • 7.  RE: Whatsapp overriding all settings

    Posted 04-09-2025 10:47
    No replies, thread closed.

    Hi Andrea,

    Thank You - I will get our tech lead to check this once more, but it would seem unlikely to be the cause. We haven't changed anything in the routing and the "manual" whatsapps didn't behave like this prior to the bulk release last week. The issues only started thursday or friday last week..

    I will give this a try though and hope for the best.



    ------------------------------
    Laura Gailite-Holmberga
    Group Customer Service Process Manager
    ------------------------------

    Original Message


  • 8.  RE: Whatsapp overriding all settings

    Posted 04-10-2025 09:51
    No replies, thread closed.

    Hello Laura,

    Could you please share the Genesys case number with me so that I can monitor the issue? It should look like this #00012345678.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 9.  RE: Whatsapp overriding all settings

    Posted 04-10-2025 11:27
    No replies, thread closed.

    Hello, I'm new, but I'm very interested in developing this topic, I'll be following this discussion.



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    Cesar Padilla
    INDRA COLOMBIA
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