Expected behaviour:
Handling of messages by chatbot.
Current behaviour:
Chatbot offers possible answers to customer, in this case you are the customer.
The support agent who archives the conversation. You or a colleague has archived the conversation.
The conversation flow that is stopped because the conversation is archived. The conversation still seems open with the customer, since you have not closed the conversation on Whatsapp.
You continue the conversation, the chatbot starts all over again. But your sudden restart of the conversation confuses it.
Chatbot that does not recognize the entered input in your case. Because normally it compares it with possible answers within the knowledge base of the chatbot.
As a result, the chatbot does not reply, because it does not recognize the input and no longer follows the conversation flow with which the conversation started.