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Digital Engagement: WhatsApp Messaging Sessions Waiting over 24 Hours

Fecha de publicación: Jun 4, 2026
Descripción

If a messaging session is waiting in a queue for assignment and remains unattended by any agent for 24 hours, agents will be able to accept them through omni however they won't be able to respond to the session. They will see following message in the window:

Too much time has passed, so you can't reply. If it's supported, try sending a notification instead.

 

Solución

This is working as designed. Whatsapp session are be responded to within a 24-hour messaging window. If a session remains unassigned in the queue for more than 24 hours, agents will be able to accept the session via Omni-Channel but will be unable to send replies.

Recursos adicionales

Set Up WhatsApp Messaging

Número del artículo de conocimiento

002627648

 
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Salesforce Help | Article