When a customer submits a WhatsApp Flow form after their messaging session ends, Salesforce now captures the response instead of discarding it. The response saves to the designated record and appears in the Service Console as a reply to the original form request. Previously, a form response submitted after the session ended wasn’t captured, so the customer’s input didn’t reach your team.
Where: This change applies to enhanced WhatsApp channels, including channels set up with Unified Messaging. View required editions.
How: Salesforce captures the response automatically, with no setup required. Because the response arrives after the session ends, it isn’t routed to a service rep. In the Service Console, the response appears as a reply to the original form request to maintain the full context. Service reps aren’t notified about this.