WhatsApp abandoned chats

[goldbox]

Hello,

The report 'Abandoned chats' works with the WhatsApp integration? If so, how it works? When is a chat considered 'abandoned'?

Thanks

 

[Charles_3CX]

Regarding your question, the abandoned chats report works for all chat messages, whether they are WhatsApp, SMS, or live chats.

An abandoned WhatsApp message is a message that is received to, say, a queue, and the message is taken by an agent, then dealt with without it being answered. The same would go for SMS and live chat.