WhatsApp messages & bypassing the 24-hour rule

Hi everyone, I would need your help to understand why it is now possible, through the agent workplace in Zendesk, to respond to a WhatsApp tickets even after 24 hours.

Let me explain a little better: until last week, when a WhatsApp ticket exceeded 24 hours, Zendesk did not allow the option to write a public comment with WhatsApp within the ticket.

Since a couple of days now, we've found out that it has become possible to insert and send message that anyway fails to be delivered because Meta prevents it due to its 24 hours limit rules.

We are afraid of possibile issues, not to mention that it is now more difficult to identify the tickets that agents can actively work on.

Hope I have been clear enough.

Thank you in advance for your support.

Stefano