Why do I only see one checkmark for outbound WhatsApp messages?

Question

My outbound WhatsApp messages only show one checkmark indicating the message was successfully sent. Why does the delivery status not get updated to two checkmarks indicating that the message was seen by the end user? 

Answer

We do not support recording the delivery events for individual messages beyond the window of 6 hours after the message was sent or if the chat session has ended with the messaging visitor. Chat sessions can end due to following reasons:

• Messaging visitor is inactive for more than 10 minutes
• Agent updated the ticket status to pending or solved

If one of the above occurs, the delivery status will not be updated to seen status and only one checkmark will display.

For more information, see this article: Working with WhatsApp tickets and the 24-hour rule.

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.