Hi Kleber,
Just to better understand your scenario, are you using the native WhatsApp integration in Genesys Cloud, or are you connecting WhatsApp through another broker/provider?
Some best practices apply to any implementation, but the recommendations can vary depending on the integration model.
In the projects we've implemented, some practices that have worked well are:
Keep a small, well-governed set of WhatsApp templates with a clear naming convention.
Design the routing based on the business process rather than only the phone number or channel.
Define an inactivity strategy (reminder, final message, and automatic conversation closure or transfer) so inactive conversations don't remain assigned to agents indefinitely.
Establish clear ownership for conversations that return after a proactive template message, ensuring they route back to the correct queue when required.
Make sure agents have enough conversation history or CRM context to avoid asking customers to repeat information.
Use asynchronous messaging KPIs, such as first response time and resolution time, instead of voice-oriented metrics.
You may also find these Genesys resources useful:
Knowing whether you're using the native Genesys integration or another provider will help the community share more relevant recommendations.
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Raphael Poliesi
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