I am trying to set up Fin for our WhatsApp channel but am running into an issue:
Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer.
How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?
Thanks for the help!
Best answer by Justin M12
@Noam Etten there is a setting to adjust that will help with this to ensure workflows can treat a closed WhatsApp conversations as a new one, its calls When to treat messages as new conversations.
You can find it in Settings » Channels » WhatsApp » When to treat messages as new conversations
By adjusting this setting to 1 day you are telling the system to treat every WhatsApp as a new conversation 24 after its been closed so then a workflow with trigger ‘When customer sends their first message’ can be triggered with FIN on it.
This will solve for WhatsApp conversations that are closed a few days ago then a customers sends a new message and its not being picked up as a New message.
You can use workflows or automation rules to trigger Fin when a new message arrives after inactivity. Setting a "time-based trigger" (e.g., after 24h of no response) can reset the conversation. Another option is tagging messages for Fin to pick up based on keywords
@Noam Etten there is a setting to adjust that will help with this to ensure workflows can treat a closed WhatsApp conversations as a new one, its calls When to treat messages as new conversations.
You can find it in Settings » Channels » WhatsApp » When to treat messages as new conversations
By adjusting this setting to 1 day you are telling the system to treat every WhatsApp as a new conversation 24 after its been closed so then a workflow with trigger ‘When customer sends their first message’ can be triggered with FIN on it.
This will solve for WhatsApp conversations that are closed a few days ago then a customers sends a new message and its not being picked up as a New message.
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