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  • 1.  WhatsApp Outbound on behalf of a queue

    Posted 13 days ago
    Edited by Diego Pascual 13 days ago


    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?


    Diego Pascual
    Evolutio Cloud Enabler, S.A.

  • 2.  RE: WhatsApp Outbound on behalf of a queue
    Best Answer

    Posted 11 days ago

    Hello Diego, 


    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.


    Hope this helps!

    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees

  • 3.  RE: WhatsApp Outbound on behalf of a queue

    Posted 5 days ago
    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.

    Diego Pascual
    Evolutio Cloud Enabler, S.A.

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