Hello everyone. I am creating a new training module for our digital channel administrators. We are adding the WhatsApp integration to our course. I need to explain the WhatsApp 24-hour customer service window rule. If a customer sends a WhatsApp message, the agent has exactly twenty four hours to reply with a free form text. If the agent replies after twenty four hours, WhatsApp blocks the message because it requires an approved template. My question is about the Architect inbound message flow. How can I build a routing check in the Architect flow to verify if the 24-hour window is still open before routing the message to an agent, so we do not waste the time of the agent with blocked conversations?
I run a tiny contact center and this exact rule has caused so many headaches. I am the only administrator here. We had agents trying to reply to WhatsApp messages from Friday night on Monday morning, and every single message failed.
The worst part is Genesys Cloud still counts it as a handled interaction even though the customer never got the reply. You cannot check this 24-hour timer natively in the Architect message flow using the standard blocks.
The platform just blindly routes the conversation. I had to build a custom Data Action to query our CRM database, check the last message timestamp for that phone number, and then disconnect the flow if it is over the limit.
It is a ridiculous amount of work for a basic channel requirement.
Hello. Building training for WhatsApp is fantastic! That is correct that you cannot check the timer directly with a standard flow block, but you do not need a complex CRM database either! You can use the Genesys Cloud Data Actions to query the Conversation API directly from your Architect flow! You just configure a Data Action to hit the /api/v2/conversations/messages/{conversationId} endpoint, extract the timestamp of the last customer inbound message, and compare it to the current system time using an expression in a Decision block. If the time difference is greater than twenty four hours, you automatically route them to a bot that sends the approved WhatsApp template to restart the conversation! It is a brilliant way to automate the compliance rule!