Submissions

What it does

Submissions is the record of every request the WhatsApp assistant has captured for a task, and every form a customer has completed in a flow.

When to use it

Use it to work through the requests your team needs to action, to check what a campaign brought in, and to hand the answers to someone else as a spreadsheet.

Steps

1. Open AI Tools → Submissions.
2. Choose what to show from the filter at the top left: All tasks, a single task by name, or No task (flows) for forms completed in a flow. The count above the table names your choice, for example Showing 1–8 of 8 submissions for Human handoff.
3. Select the answers in the Answers column to open a submission and read them in full.
4. To download the list, select Export, then Excel (.xlsx) or CSV (.csv). The download follows the filter you have chosen.
5. To remove a submission recorded by mistake, such as a test, open it, select Delete, then Delete again to confirm.

What you'll see

The list shows the most recent activity first, so a request the assistant has just added to moves back to the top. Each page holds 50 submissions.

Customer, contact and campaign are links to those records; anything underlined in the list can be selected. No submissions yet. appears when nothing has been recorded, and also when the task you have filtered to has no submissions — set the filter back to All tasks to check.

Opening a submission shows the date it was completed as the heading, with the task name beside it. Details repeats the Customer, Contact, Campaign, Task and Completed entries, plus Updated when the assistant added to it later. Answers lists the captured details in the order they are defined on the task, with a dash for anything the customer has not given, followed by anything recorded that no longer matches a detail. A submission with nothing recorded shows No answers captured for this submission.

Photos sent by the customer appear under Uploaded image, with Open image to see one full size.

Raw data expands to show everything recorded against the submission exactly as it was received, with Copy JSON to copy it. Use it when someone technical asks for the full record; everything your team needs is in Answers.

A deleted submission no longer appears in any list, export or count, including on campaign and task pages and the dashboard, and the assistant stops adding to it. If the customer raises the same request again, the assistant records a new submission.

If something goes wrong

• A submission you expect is not listed: set the filter to All tasks. Answers given in a flow are never filed under a task, so they only appear under All tasks or No task (flows).
• An answer shows a dash: the customer has not given that detail yet. The assistant keeps the submission open and fills it in as they reply, and the row then shows Updated.
• The customer shows as Unknown: the contact has no customer name or reference. See Contacts and Customers.
• A task is missing from the filter: the filter lists only tasks that still exist. Submissions recorded for a deleted task stay in the list with its name in the Task column — find them under All tasks.
• A photo shows Image unavailable: WhatsApp no longer holds the picture, so it can no longer be shown or downloaded. The rest of the submission is unaffected; contact your onboarding manager if it happens to every photo.
• The export has columns you do not recognise: export headings come from each captured detail's Key on AI Tools → Tasks, not its Name, so a detail named "Delivery depot" with the key depot_id exports as "Depot id". If a detail's Key was changed, answers recorded before the change keep a column of their own.
• The export will not download: We couldn't export. Please try again. means the file could not be produced. Try again, or narrow the list with the task filter first.
• Dates look an hour out: check Timezone in Admin → Settings. Every date here is shown in your company's time zone.
• A submission has disappeared: someone on your team may have deleted it. Contact your onboarding manager to restore it.
• Still stuck: contact your onboarding manager.

Where submissions come from

There are two sources:

• The assistant. When a customer's message matches one of your tasks, the assistant records a submission and adds the captured details as the conversation continues. See Tasks.
• Flows. When a customer completes a form sent in a flow, their answers arrive as a submission with no task. See Flows.

If the reply follows a campaign, the submission is linked to it, and the same submission appears on that campaign's page under Submissions, where View all opens the campaign's own list and Export downloads just those responses. See Sent campaigns.

A task page also shows its ten most recent submissions under Recent submissions; View all opens this page filtered to that task.

What the export contains

The export covers every submission matching the filter, not only the page you are looking at, and includes a column for each of Completed At, Campaign, Task, Customer Name, Customer Reference, Contact Name and Contact Phone, then one column for every answer recorded across those submissions. A submission that never captured a particular answer shows a dash (—) in that cell. A campaign's own Export covers only that campaign's submissions and leaves out the Campaign and Task columns.

Uploaded images are not included in the export. Open the submission to view them.

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