In the WhatsApp channel in Federation Suite, messages are only sent to a contact if they have replied to a message within the last 24 hours.
For example, if a Symphony Messaging user sent a message to a WhatsApp contact and the user was last seen as active 24 hours and 1 minute ago, the messages will be queued and will wait until the user replies once more to activate a new 24-hour window. This time limit ensures that the WhatsApp contact is still willing to chat to the sender of the message.
A quick way to identify if a contact is within the 24-hour window is to check their status in the Discussion Room Members window from the WhatsApp extension app.
- An Active status means the contact is within the 24-hour window.
- A Pending status means they are outside of the 24-hour window.
Full details on WhatsApp can be found in the Admin and User Guide.
If you require further assistance on WhatsApp, please contact the Symphony Support team at support@symphony.com