All chats will be archived if there is no activity for the past 60mins. It is great for livechat in website where visitors come and go. The same scenario cannot apply for ABC/WhatsApp/ social messaging.
We should not have a different messaging session and chats should not be archived after 60mins so the agent can see all previous communication. Imagine this scenario, we received a few WhatsApp/ABC chat in midnight. Those chats are automatically archived after 60mins of inactivity. Agent can not reach out to them making it not user friendly at all. Agent prefer to have all chat in one place where all history can be seen. We can archive it if it’s no longer useful but once the customer send a new msg, it should show as open again.
Please fix the inactivity issue and it doesn’t make sense for messaging channel at all. Imagine your WhatsApp app now, you have 5 different chats with the same customer, you’ll be extremely confused. (This is how it is currently in Livechat) It should be one message per person. (Ideally)