Hi everyone,

We have an existing WhatsApp channel in Zoho Desk. We temporarily disabled it, renamed it, and then re-enabled it while reassigning our bot.

Since then, all previous WhatsApp conversations are still visible in the history, but we can no longer continue those conversation threads. Every new customer message creates a new conversation instead of continuing the existing one.

Has anyone experienced this before? Is it possible that disabling and reconnecting the channel created a new WhatsApp Channel ID? If so, is there any way to restore the original channel mapping so new messages continue the existing conversation history?

Any advice would be greatly appreciated. Thank you!