Genesys Casual

What is the best approach to maintain agent continuity in WhatsApp conversations when customers reconnect hours later?
Are you using Architect, Data Tables, or external integrations?

Hi Luis,

I haven't implemented this scenario myself, but one way I could think of is to use your CRM to maintain a mapping between the customer (e.g. WhatsApp number) and the last handling agent.

At the end of the interaction, you store the agent ID against the customer in the CRM. Then when the customer reconnects, you retrieve that value via a Data Action and use it for routing. From there, you could set the agent as a preferred agent and route the interaction to the queue (assuming the queue supports preferred agent routing), so Genesys will attempt to deliver it to that agent first and fall back if they're unavailable.

Another option worth considering is message parking:
https://help.mypurecloud.com/articles/configure-email-and-message-parking-for-agents/

For asynchronous channels like WhatsApp, parking the interaction allows it to resume in context when the customer replies, which may help with continuity depending on your use case.

The CRM/preferred-agent approach would be more suitable for longer gaps or broader ownership models, while parking can help with shorter-term continuity.

Hope this helps would be great to hear how others are approaching this.