Expired Messages
Overview
The Expired Messages configuration pane is for managing expired WhatsApp messages.
Concepts
In WhatsApp Business, user-initiated messages must be replied to within a 24-hour customer service window. If a message is not answered within that window, the message expires. In Syntelate XA, expired messages are not passed to agents, but the messages remain in Syntelate XA and must be completed.
Tasks
Use the Expired Messages configuration pane to find and complete any expired messages. When you complete an expired message, the interaction record for the message is made inactive.
Note: If a customer's initial message expires and they subsequently send a second message, the third-party solution provider passes Syntelate XA both the expired message and the new message. Then, Syntelate XA assigns both messages to a new interaction record. As a result, an agent can view the complete interaction history of the customer.
See Also
For more information about the WhatsApp Business integration with Syntelate XA, see
The customer service window is defined by WhatsApp Business. For more information about how Facebook manages the WhatsApp Business response window, see the WhatsApp topic of the Meta for Developers portal.