Conversations

What it does

Conversations shows contacts who have received a direct reply from the AI assistant on WhatsApp.

When to use it

Use it to read what a customer actually asked, to check how the AI assistant answered them, and to confirm whether a message you sent was delivered and read.

Conversations is for reading. Replies go out automatically from the AI assistant, using your knowledge base and tasks; anything that needs a person is recorded in Submissions.

Steps

1. Open WhatsApp → Conversations. The most recent assistant reply is at the top, with each contact appearing once.
2. Read the Latest reply column to find the conversation you want.
3. Select the date and time in the Last reply column to open the conversation.
4. The thread opens at the assistant's latest reply; scroll up to read the messages that led to it. Customer messages are on the left, your replies and campaigns on the right.
5. Hover over the time under any message you sent to see when it was sent, delivered and read.
6. Select View contact to open that contact's record, which shows Contact details, their Consent log entries, their campaign history and the same Conversation.

Use the paging controls above and below the table to move through older conversations.

What you'll see

The list has three columns: Last reply (when the latest reply was accepted for sending), Contact (their name over their WhatsApp number, linking to the contact record; where no name has been imported you see a dash and the number alone) and Latest reply.

Latest reply previews the assistant's most recent direct reply. Its text replies, reactions and replies with buttons can all bring a conversation to the top of the list. Automated messages, such as opt-in and opt-out confirmations and verification prompts, do not add a contact or move one to the top, and neither do campaign sends, invitations, invoices or template test sends. A reply can appear before delivery is confirmed; open the conversation to review delivery information.

Opening a conversation shows the contact's name and WhatsApp number, the View contact button, and the messages up to and including the assistant's latest reply, starting from the beginning of the week before that reply in your company's timezone (weeks start on Sunday). This matches how far back the assistant looks when it replies. Messages after that reply, such as later campaigns, are not shown, so the exchange is not buried under newer sends. The Conversation card on the contact's page shows this week and last week instead, including the most recent messages.

The dashboard's Conversations figures count distinct contacts who received a reply from the AI assistant during each period. Several replies to one contact count once within that period. A contact can appear on several days but count only once in the weekly or 28-day total.

In the thread:

• Photos, videos, stickers, voice notes, audio and documents the customer sent can be opened or played in place. If a file is no longer available you see a placeholder icon, or the file name without a link.
• A message with no words of its own is described instead: Voice message, Audio, Document, Location, Form response, Order · 3 items, Started the conversation, System message, Unsupported message, or Message content unavailable where the original can no longer be shown. Emoji reactions read as Reacted 👍 to a message or Removed a reaction.
• A message sent by a campaign is shown as the customer received it. Where the original cannot be rebuilt, the bubble shows Campaign with a link to that campaign in WhatsApp → Sent.
• Tapped buttons, list choices and form responses appear as the customer's own messages, so you can follow the whole exchange.

Every message shows its time. Messages you sent also carry ticks: one grey tick means sent, two grey ticks mean delivered to the phone, and two blue ticks mean read by the customer. Hovering shows the exact Sent, Delivered and Read times in your company's time zone. Incoming messages show a Received time only.

An empty list, or a contact with nothing to show, displays No conversations.

If something goes wrong

• The contact sent a message but received no reply: incoming messages alone do not add a conversation or move it to the top. Open the contact's page to review their messages from this week and last week.
• The assistant ignored spam or an automated message: no new reply means no change to the conversation list.
• A contact who opted in or out is not listed: automated replies, such as consent confirmations and verification prompts, do not count as conversations. Open the contact's page to see those messages.
• An older exchange is missing: the opened conversation only goes back to the start of the week before the assistant's latest reply, and the contact's Conversation card only shows this week and last week. Older messages are not shown.
• A message after the assistant's reply is missing: the opened conversation ends at that reply. Select View contact and read the Conversation card for newer messages.
• The dashboard has not caught up: allow a few minutes for its figures to refresh.
• You cannot find a particular customer: this list has no search. Open them in CRM → Contacts, which does, and read the Conversation card on their record.
• The customer got a reply saying this is an unmonitored channel: that reply is only used while you have no tasks set up, and the request needed information or action your knowledge base does not cover. Add or expand the topic in AI Tools → Knowledge base, and add a task in AI Tools → Tasks so requests like it are recorded instead.
• Nobody followed up on a request: check AI Tools → Submissions. If the request was never recorded, enable human handoff or add a task that describes it.
• A reply reads as wrong or off-tone: correct the topic it came from in AI Tools → Knowledge base, and add wording for that number in WhatsApp → Channels under AI instructions.
• A reply reads "Sorry, we can't handle your message right now. Please try again later.": that reply goes out when the message could not be answered at the time, and the customer's request was not recorded. Check AI Tools → Submissions for the request and, if it happens repeatedly, contact your onboarding manager.
• A message you sent shows one grey tick long after sending: the customer's phone has not received it yet, usually because it is off or offline. Open the contact and check Deliverability; an Unreachable badge means WhatsApp has stopped accepting messages for that number.
• A photo or document shows a placeholder: the file is no longer retrievable from WhatsApp. Ask the customer to send it again.
• Conversations is empty when you know contacts have received replies from the assistant: contact your onboarding manager.

How replies are written

When a customer messages your WhatsApp number, the AI assistant answers from the topics in your knowledge base and the conversation so far. It will not invent prices, dates or policies that your topics do not cover.

• If the message matches one of your tasks, the assistant records a submission with that task's details and tells the customer someone will be in touch. Work through those in AI Tools → Submissions.
• If you have not set up any tasks, the channel is treated as unmonitored: when a request needs information or action your knowledge base does not cover, the reply says so and passes on a phone number, email address or web contact if your knowledge base contains one. Once you have at least one task, requests are recorded as submissions instead.
• Short closing messages such as "thanks" may get an emoji reaction instead of a reply, and messages that are clearly automated or spam get no reply at all.
• Opt-in and opt-out requests are handled by the consent rules described in Consent. When a customer asks to stop receiving messages, the reply includes a STOP button; when a customer who is not receiving messages asks to join or rejoin, the reply includes a START button. Tapping the button is what changes their preference.
• On a number that is for customers only, a contact who is not yet one of your customers is not offered START; they get the same customers-only reply they would get by sending START themselves.

To make sure every request that needs a person reaches you, open AI Tools → Tasks. If you see Human handoff isn't enabled, select Enable human handoff; from then on, anything your other tasks do not cover is recorded as a submission for your staff.

Add wording that only applies to one WhatsApp number, such as its opening hours or who it is for, in WhatsApp → Channels: open the number and fill in AI instructions.

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