Genesys Cloud - Developer Community!

Hi everyone,

I'm looking for suggestions regarding a WhatsApp outbound messaging use case in Genesys Cloud.

When an agent manually sends a WhatsApp message by selecting a canned response that is configured in Meta as an HSM template, the message is delivered successfully to the customer. However, the conversation remains assigned and connected to the agent after the message is sent.

But we have a requirement for these interactions to be automatically disconnected/closed immediately after the outbound message is delivered, without requiring the agent to manually end the interaction.

One idea we considered was using Triggers and Architect workflows, but we're not sure if this is the best approach.

Has anyone implemented something similar or found a recommended approach to automatically close these specific WhatsApp interactions after the outbound template message is sent?

Any guidance or best practices would be greatly appreciated.

Thank you!

Hello,
That's a very interesting question!

Hi Leonardo,

Based on the Genesys documentation, this is the expected behavior for agent-initiated outbound messages. After the WhatsApp template is sent, the interaction stays assigned to the agent until they manually disconnect it and complete any required ACW.

There does not seem to be a native option to automatically close the interaction as soon as the HSM template is delivered. Triggers and Architect workflows could potentially be part of a custom solution, but Genesys does not document a specific event for "WhatsApp template delivered."

For one-way notification scenarios, Agentless WhatsApp Notifications may be a better fit, since the message is sent without keeping an agent connected.

Hope this helps.

Hi Leonardo,

We had a similar requirement. As far as I know, Genesys Cloud doesn't natively auto-close the interaction after sending a WhatsApp template. Using a Trigger with an Architect Workflow is probably the most viable approach, as long as you can reliably identify those outbound template interactions.

Totally agree. For me, that's the best option.