Thanks,
As a colleague told me, in order for the response to return to the agent who initiated the interaction, I had to enter the number to contact along with the international prefix.
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Diego Pascual
Evolutio Cloud Enabler, S.A.
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Original Message:
Sent: 07-12-2024 16:57
From: Cameron Tomlin
Subject: WhatsApp Outbound on behalf of a queue
What you are seeing is expected behavior according to this documentation. As it has you complete ACW. But this doesn't include the threading timeline.
A possible solution to your issue is using the threading timeline feature in GC. It could be possible if this is enabled and the original agent who handled it is on queue, that this would route back to that agent.
If you need documentation on threading timeline please refer here.
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 07-10-2024 12:23
From: Diego Pascual
Subject: WhatsApp Outbound on behalf of a queue
Hi,
When we initiate an outbound WhatsApp interaction on behalf of a queue, the client receives the response template, but when the client responds, instead of receiving the response to this already initiated outbound interaction, it creates a new inbound interaction that reaches the configured flow and assigned to another agent.
Is there any possibility that it does not enter the flow and remains in the interaction already started?
Can the same WhatsApp integration used for inbound and for outbound?
#DigitalChannels
#Outbound
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Diego Pascual
Evolutio Cloud Enabler, S.A.
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