WhatsApp conversations are tracked alongside your other conversations, allowing you to review message history, monitor AI performance, and manage customer interactions.
Viewing WhatsApp Conversations
WhatsApp conversations appear in your Conversations section with a “WhatsApp” type badge.
Each conversation includes:
- Complete message history
- Customer phone number
- Connected AI assistant
- Timestamps for all messages
- Cost and usage metrics
Conversation Types
| Type | Description |
|---|
| WhatsApp | Customer conversations via WhatsApp |
| Web Widget | Customer conversations via website widget |
| Test | Test conversations from the dashboard |
How WhatsApp Conversations Work
- Customer sends a message to your WhatsApp number
- System creates or finds existing conversation
- Message is routed to your AI assistant
- AI generates and sends response
- 24-hour messaging window opens
Within the 24-Hour Window
- AI responds automatically to each message
- Free-form replies are allowed
- Conversation continues naturally
After 24 Hours
- Customer must message again to reopen window
- You can send template messages to re-engage
- AI remains ready to respond when customer replies
Conversation Features
Message History
View the complete back-and-forth between customer and AI:
- Customer messages (incoming)
- AI responses (outgoing)
- Timestamps for each message
- Function calls made during conversation
Conversation Variables
Variables collected or set during the conversation:
- Customer identifier
- Data extracted by AI
- Context passed from automation flows
Cost Tracking
Each conversation tracks:
- Total message count
- Cost per message
- Overall conversation cost
Managing Conversations
Filtering Conversations
Filter your conversation list by:
- Type (WhatsApp, Web Widget, Test)
- Assistant
- Date range
- Customer identifier
Exporting Conversation Data
Export conversation data for analysis:
- Navigate to Conversations
- Apply filters as needed
- Use export options to download data
AI Assistant Behavior
Your AI assistant handles WhatsApp conversations based on its configuration:
System Prompt
The same system prompt used for voice calls and web widgets applies to WhatsApp. Ensure your prompt works well for text-based communication.
Text-Friendly Prompts — For assistants that handle both voice and WhatsApp, consider including instructions for text formatting like using bullet points and shorter paragraphs.
- Lookup information in databases
- Schedule appointments
- Transfer to human agents
- Collect and validate data
Knowledge Bases
Your assistant’s knowledge bases are available for WhatsApp conversations, allowing the AI to answer questions using your uploaded content.
Best Practices
1. Review Conversations Regularly
Monitor AI responses to ensure quality. Look for:
- Accurate information
- Appropriate tone
- Successful goal completion
- Customer satisfaction signals
2. Train Your AI
Use conversation insights to improve your assistant:
- Identify common questions
- Update knowledge bases
- Refine system prompts
- Add missing tools or functions
3. Monitor Response Times
WhatsApp users expect quick responses. Monitor:
- AI response latency
- Any delays or timeouts
- Failed message deliveries
4. Handle Escalations
Configure escalation paths for complex issues:
- Transfer to human agent tool
- Collect callback information
- Schedule follow-up calls
Conversation Metrics
Track key metrics for your WhatsApp conversations:
| Metric | Description |
|---|
| Total Conversations | Number of unique customer conversations |
| Messages per Conversation | Average message count |
| Response Rate | Percentage of messages with AI responses |
| Average Response Time | Time between customer message and AI response |
| Cost per Conversation | Average cost including AI usage |
Integration with Other Channels
WhatsApp conversations exist alongside your other communication channels:
- Phone Calls: Voice conversations tracked separately
- Web Widget: Text conversations from your website
- API Conversations: Programmatic chat sessions
All conversation types use the same AI assistant, providing consistent experiences across channels.
Next Steps
