Automated messages sent through the WhatsApp channel in Dynamics 365 Contact Center do not consistently appear in the conversation transcript.

This happens without any error, warning, or indicator, so agents and supervisors have no visibility of these messages. As a result, conversation transcripts are incomplete and unreliable.

Full conversation transcripts are critical for agent context, quality monitoring, compliance, audits, and customer dispute resolution. Missing automated messages create a serious gap in real production scenarios.

Expected behaviour

Automated WhatsApp messages (greetings, routing messages, system notifications) should appear in the conversation transcript and be clearly identified as system messages.