WhatsApp Cloud Archiver System Events

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The TeleMessage WhatsApp Cloud Archiver service utilizes Meta’s WhatsApp Business or regular WhatsApp. The application onboarding process requires the user to link a device by scanning a TeleMessage QR code. Once the QR code is scanned, a virtual web session is established, responsible for archiving the messages.

Why do we need the events?

  • The virtual session might occasionally disconnect, for a variety of reasons. The user is alerted and asked to rescan the TeleMessage QR code. The System event will assist compliance officers to monitor when the user is not archiving the messages.
  • When a user is working on WhatsApp Web or WhatsApp Desktop in single device mode rather than multi-device mode, The TeleMessage virtual session is paused for an hour. During that hour messages are not archived in real-time. Only when the virtual session automatically reconnects after an hour, the recent messages from the web/desktop will archive.

To assist compliance officers in monitoring their user’s registration and service health status, the service will send system events to the archive. Some of these events are followed by an email and SMS to the user and to his admin.

System Events

1. User Registered for the First Time

The user scanned the TeleMessage QR code for the first time.

2.  User is Required to Login

The user’s virtual session was disconnected, an event which can happen due to multiple reasons.

The user needs to rescan the TeleMessage QR code to resume archiving.

In addition to the archive entry, the user and his administrator will receive an email with a link to rescan the QR Code.

On disconnection:

TeleMessage will remind the user to rescan the QR code each Monday at 14:00 UTC by email and SMS.

Monday Reminder:

The user’s admin will be updated daily at 14:00 UTC about the user’s connection status via a daily report.

3. User Reconnected by Scanning QR Code

The user re-scanned the TeleMessage QR code after virtual session disconnection.

The user and the admin will also receive a confirmation email upon reconnection. The user will also receive an SMS.

4. User Capturing is Paused Due to User Facing Web Session

When a user is working on WhatsApp Web or WhatsApp Desktop in single device mode rather than multi-device mode, The TeleMessage virtual session is paused for an hour. During that hour messages are not archived in real-time.

Only when the virtual session automatically reconnects after an hour (see User is Capturing Messages event below), the recent messages from the web/desktop will archive.

Note: The event is only relevant for single device mode. Multi-Device mode enables the user to work on the web/desktop and archive in real-time.

5. User is Capturing Messages

The user’s virtual session is archiving as expected.

The event will be triggered in any of the following circumstances:

  • After scanning the TeleMessage QR code
  • Virtual session automatically reconnected after an hour pause. The user will see the popup below.
  • After an unstable session was automatically repaired.

6. User’s Phone is Unreachable

The virtual session cannot access the phone.

This is usually a temporary state due to issues like the phone having no reception, powered off, or WhatsApp downtime.

Note, during this state, message archiving will be paused until the phone is again reachable.

There is no need to rescan the QR code, as the service will automatically reconnect.

7. User Was Temporarily Disabled

The virtual session was temporarily disabled by TeleMessage support.

Note, during this time messages are not archived.

8. User Updated WhatsApp Application

The user updated the mobile app.

The entry will also include information about device hardware and software.

9. User’s phone encountered an error

The virtual session ended due to an unexpected error. The service will retry to connect after 5 minutes.

This is a very rare situation, and an archive entry will be made only if the state persists for over 24 hours.

Note, during this time there will be no message archiving.

 

10. User’s archive session is pending

The user scanned the TeleMessage QR code, and the web session should start shortly.

This is a very rare situation, and an archive entry will be made only if the state persists for over 24 hours.

Note, during this time there will be no message capturing.

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