Abandoned Open & Expired

Abandoned Open & Expired is an additional feature of OCA Interaction. These functions display the status of a chatroom that was previously expired in the queue and became new inbound, and the chatroom will become open again.

The purpose of this feature is to allow agents to reclaim chats in the queue that were previously abandoned and expired. This feature only works for WhatsApp channels and metagroups (Instagram DMs and Facebook Messenger).

Previously, agents could not claim or solve chats that were already abandoned and expired. With this feature, agents can reclaim chats that will later enter the Abandoned Open and Abandoned Expired statuses.