Genesys Cloud - Main

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

Hello Laura,

I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

Hey @Laura Gailite-Holmberga,

we also started testing WhatsApp last week and I can cofirm the described behaviour, too.

Due to other projects with higher prio I didn't created a ticket right now.

BR, Robert

I've never seen such behavior on any channel in Genesys at all, so I'm really at a loss for ideas. 
Yes, OUT and IN queue is the same. We couldn't change the IN queue even when we wanted to - it kept sending the incoming message to the original queue. 

Hello Laura,

I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

I've put a ticket in with our Genesys partner, but anyone with similar problems reporting them might help speed this up.

Hey @Laura Gailite-Holmberga,

we also started testing WhatsApp last week and I can cofirm the described behaviour, too.

Due to other projects with higher prio I didn't created a ticket right now.

BR, Robert

I've never seen such behavior on any channel in Genesys at all, so I'm really at a loss for ideas. 
Yes, OUT and IN queue is the same. We couldn't change the IN queue even when we wanted to - it kept sending the incoming message to the original queue. 

Hello Laura,

I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

Ciao,

your description corresponds to Last agent routing, look at this link: Why is an email/message routed from a queue to an agent who is no longer in that queue? - Genesys Cloud Resource Center

A.

I've put a ticket in with our Genesys partner, but anyone with similar problems reporting them might help speed this up.

Hey @Laura Gailite-Holmberga,

we also started testing WhatsApp last week and I can cofirm the described behaviour, too.

Due to other projects with higher prio I didn't created a ticket right now.

BR, Robert

I've never seen such behavior on any channel in Genesys at all, so I'm really at a loss for ideas. 
Yes, OUT and IN queue is the same. We couldn't change the IN queue even when we wanted to - it kept sending the incoming message to the original queue. 

Hello Laura,

I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

I've put a ticket in with our Genesys partner, but anyone with similar problems reporting them might help speed this up.

Hey @Laura Gailite-Holmberga,

we also started testing WhatsApp last week and I can cofirm the described behaviour, too.

Due to other projects with higher prio I didn't created a ticket right now.

BR, Robert

I've never seen such behavior on any channel in Genesys at all, so I'm really at a loss for ideas. 
Yes, OUT and IN queue is the same. We couldn't change the IN queue even when we wanted to - it kept sending the incoming message to the original queue. 

Hello Laura,

I've never heard of anything like that happening with WhatsApp in Genesys Cloud. Are these WhatsApp messages going through the same queue?

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks 

Hi,

We started to test Whatsapp as a communication channel and come across some very unusual behavior.

1) The incoming Whatsapp messages come through to the agent regardless of deactivated queue (Whatsapp queue is deactivated, but interaction comes through anyway);

2) The incoming message still tries to go to the agent who sent the outgoing one, even if this particular agent is off and there is another agent available;

3) A backlog of whatsapp messages go through to one agent at once when logging on, regardless of utilization restrictions;

4) Several issues with whatsapp disregarding our attempts to control the end queue based on keywords, changes in architect (switching end-queue) or anything similar. It just goes through the initial flow even if we change things on an architect level.

Yes, we've made sure any changes are saved, that agents indeed are off queue etc.

Anyone who has advice on what we could try?

Thanks