Genesys Cloud - Main

Hi,

We have a Whatsapp campaign, it is usually used to send notification messages. However, recently our team ask us to handle the following scenario: an agent or ivr inject a notification request in the whatsapp campaign, the campaign send a message to final customer asking to continue via whatsapp. We deployed this scenario and works but when customer answer, there is no relation between the initial interaction started by the agent. How can we capture or preserve the context from begining?

#API/Integrations

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Saugort Dario Garcia
Arquitecto de soluciones
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Hello Saugort, 

You might have to configure the messaging threading timeline. You can configure the timeline for whatsapp up to 72 hours. This keeps the conversation context linked with the specified timeframe. Navigate to Admin > Message > Threading Timeline to configure this and enable the toggle for whatsapp channel to set your desired timeline. 

You might want to also consider including a reference ID or context ID in the initial notification message, use a custom attributes to help maintain the context between interactions and implement conversation attributes to carry over the initial context. 

These are just a few ideas to get you pointed in the right direction. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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