Currently, part of the customer support workflow is handled directly through the WhatsApp mobile app by team members, outside of automated flows. This creates an important limitation: the system is unable to identify what was the last message sent by the company to a given customer, which negatively impacts automation continuity and context-aware decision making.
This feature aims to enable the system to identify and retrieve the last outbound message sent by the company, regardless of whether it was sent via automation or manually through the WhatsApp app. By doing so, automations gain full conversation awareness, preventing duplicate messages, poorly timed follow-ups, or responses that conflict with recent human interactions.