1. Routing Agent Session:
Routing Agent Session refers to a designated time period in which all incoming messages from the same lead (customer) are routed to the same agent. This session is automatically created when a new incoming message is received from a lead, ensuring that the conversation remains consistent and is managed by the same agent throughout the session.
- Session Duration: The session has an expiry period of 14 days from the time of the initial incoming message. This means that all messages from the same lead within this 14-day window will be routed to the assigned agent.
- Session Expiry: Once the session expires (after 14 days), if the lead sends a new message, a new session will be created, and the lead may be routed to a different agent depending on the current availability or routing logic.
- Manual Session End: Agents have the option to end the session manually by clicking the End Session button. When the session is manually ended, any future messages from the lead will initiate a new session and can be routed to a different agent.
2. WhatsApp Service Window:
The WhatsApp Service Window is a 24-hour period during which businesses can send non-approved or custom messages in response to a lead’s message.
- Service Window Duration: The service window begins when the lead sends a message and lasts for 24 hours from the time of the last message received from the lead.
- Custom Messaging Rules: During this window, agents can freely respond with custom messages, including service updates, queries, or any other communication without needing pre-approved templates.
- Outside the Service Window: If 24 hours have passed since the lead’s last message, agents cannot send custom messages unless they use pre-approved templates authorized by WhatsApp. This ensures that businesses comply with WhatsApp’s messaging policy.
