Dynamics Community Forum Thread Details

Hello, I am trying figure out, we did setup Whatsapp channel and it looks like after conversation closed and customer message again it will be treated as new conversation, and new agent cant see previous conversation. Is there way to keep this as single conversation?
My understanding if you not close/end conversation it will continue but then if agent is not available or on vacation it will be not visible to anyone in work items since its asigned already? Is there way to have visibility to all items in inbox for all members of the same queue?

This is by design.
To retain context and enable visibility:

Enable "Reopen Closed Conversation"
- This is not natively supported for WhatsApp due to session limits (24-hour window), but you can use custom logic via Power Automate to link new sessions to the previous conversation thread.
For Team Visibility:
- Use Shared Queues, and set Work Distribution Mode to Push with Reassign if no response.
- Alternatively, use Pull Mode so all agents in the queue can see and pick available work items.
Agent Availability Issue:
- If agents are on vacation, use auto-reassignment rules or queue-based routing instead of assigning directly to agents to avoid visibility loss.

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