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Runbook: WhatsApp window expiry surge

Alert source: packages/testkit/alerts/whatsapp-windows.rules.yaml

Canonical markdown: docs/runbooks/whatsapp-window-expiry-surge.md

Severity: warning.

Symptom​

WhatsApp conversation windows on {{ id }} are expiring at > 0.01/s sustained for 15 minutes.

Likely cause​

  1. User engagement dropped — agents went silent past the 24h service window.
  2. Agent is holding conversations open without a template-initiated re-open.
  3. The adapter's window tracker drifted vs platform state.

Immediate mitigation​

If the tracker has drifted, resync:

# There is no resync verb — the tracker rebuilds from platform state on
# restart:
declaragent down && declaragent up -d

Otherwise no action — the expiry is a signal about engagement, not a malfunction.

Root-cause investigation​

Grafana: WhatsApp Windows dashboard → Expired windows + Active windows panels. Compare against inbound message rate per conversation.

Post-incident​

  • Capture: expired count, average conversation idle time, any followup campaigns required.
  • Close when: expiry rate < 0.001/s for 30 minutes.