Applicable to Administrators
After a user onboards to WhatsApp Cloud Capture, the web session established with the Smarsh server might disconnect for various reasons.
To assist admins in monitoring user registrations and tracking the service health status, WhatsApp Cloud Capture generates system events. Each system event is logged in the archive. When the system event requires an action from the user, an email is sent to the admin and an SMS is sent to the user.
This section lists the system events generated in various scenarios and their corresponding email and SMS.
First time registration
Activity | The user scanned the QR code for the first time. |
Event log in archive |
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User is required to log in
Activity | The user's parallel web session with the Smarsh server is disconnected. |
Event log in the archive |
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Workaround | The user must re-scan the QR code to resume archiving WhatsApp communication. |
Email sent to admin |
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SMS sent to user |
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WhatsApp Cloud Capture reminds the user through an SMS to re-scan the QR quote every Monday at 14:00 UTC. An email is sent to the admin. The admin is also updated about the user's status through a daily report.
Reminder SMS to user |
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Reminder email to admin |
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User reconnects by scanning QR code
Activity | The user reconnected to the parallel web session by scanning the QR code. |
Event log in the archive |
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Email sent to admin |
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SMS sent to user |
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Archiving is paused
Activity | The user is using WhatsApp Web or Desktop in single device mode rather than multi-device mode. In this scenario, the parallel web session is paused for an hour. The recent messages from WhatsApp Web or Desktop is archived after the parallel web session automatically reconnects after an hour. Note This behavior is observed only in single-device mode. If the user is connected to WhatsApp Web or Desktop in multi-device mode, the messages are archived in real-time. |
Event log in the archive |
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Archiving messages
Activity | The parallel web session is archiving messages as expected. This event is triggered in the following scenarios:
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Event log in the archive |
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User's phone is unreachable
Activity | The WhatsApp Cloud parallel web session cannot access the mobile phone. This can happen when the phone is switched off, does not have signal reception, or due to WhatsApp downtime. In these scenarios, message archiving is paused until the phone is reachable. The user does not have to scan the QR code again. |
Event log in the archive |
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User was temporarily disabled
Activity | The WhatsApp Cloud parallel web session was temporarily disabled by Smarsh. During this time, messages are not archived. |
Event log in the archive |
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User updated WhatsApp application
Activity | User updates the WhatsApp application. The system event entry in the archive also includes the hardware and software information about the user's device. |
Event log in the archive |
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Unexpected error
The WhatsApp parallel web session ended due to an unexpected error. The service tries to reconnect after five minutes. The messages are not archived during this time.
This scenario is very rare and an entry in the archive is logged only if the issue persists for 24 hours.
Archive session does not start
When a user scans a QR code, the parallel web session must begin almost immediately. In rare scenarios, if the parallel web session does not begin even after 24 hours, an entry is logged in the archive.