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Documentation Index

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Your AI assistants can handle WhatsApp text conversations using the same intelligence as voice calls. When a customer sends a WhatsApp message to your phone number, the AI responds automatically — understanding context, using tools, and following your VoiceFlow instructions.

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Prerequisites

Before enabling WhatsApp Messaging, make sure you have:
  • A phone number with WhatsApp Business API configured (imported via Phone Lines)
  • A VoiceFlow with an AI assistant assigned
  • The phone number assigned to the VoiceFlow

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Enabling WhatsApp Messaging

1

Open your VoiceFlow settings

Go to VoiceFlows in the sidebar and click the VoiceFlow you want to enable messaging on.
2

Go to the General tab

Select the General tab inside the VoiceFlow settings.
3

Toggle WhatsApp Messaging on

Find the WhatsApp Messaging toggle and turn it on. This toggle is only visible when the VoiceFlow has a phone number with WhatsApp capability assigned.
4

Set Conversation Timeout

Choose how long an idle conversation stays open before it automatically closes. See the timeout options below to pick the right fit for your use case.
5

Save

Click Save to apply your changes. The VoiceFlow will now accept and respond to incoming WhatsApp messages.

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Conversation Timeout Options

The timeout controls how long a conversation stays open after the last message. When the timeout expires, the conversation closes automatically. If the customer messages again after that, a new conversation starts.
TimeoutBest For
1 hourQuick support queries
6 hoursSame-day follow-ups
12 hoursExtended business day
24 hours (default)Standard conversations
48 hoursMulti-day interactions
7 daysComplex sales cycles

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How Conversations Work

  • Only one active conversation per customer per VoiceFlow is allowed at a time
  • When a customer sends a message, the AI processes it using the VoiceFlow’s assigned assistant and system prompt, then replies
  • The conversation stays open until the timeout expires or you close it manually
  • If the customer messages again after the timeout, a new conversation starts fresh
  • The AI has access to the same tools as voice calls, including knowledge retrieval, appointment booking, and any other tools enabled on the VoiceFlow
The AI follows the same Instructions you’ve written in the VoiceFlow’s Instructions tab. If you want to adjust how the AI handles text conversations specifically, update the system prompt to include guidance for written replies.

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Viewing Conversations

1

Navigate to Conversations

Go to Conversations in the sidebar.
2

Find WhatsApp conversations

WhatsApp messaging conversations appear in the same list alongside call records. They are labeled to distinguish them from voice calls.
3

Open a conversation

Click any conversation to see the full message history.
4

Review messages

Each message shows the sender (AI or Customer), the message content, and the timestamp.
5

Close a conversation

To close a conversation before the timeout expires, use the Close button inside the conversation view.

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Voice + Messaging Together

When both voice and WhatsApp messaging are enabled on a VoiceFlow, your AI assistant handles both channels automatically. A customer who called you can also message you on WhatsApp — and vice versa. Both channels use the same AI assistant configuration, system prompt, and tools. There is nothing extra to set up.
Running both channels on the same VoiceFlow keeps your AI’s behavior consistent. Any change you make to the assistant’s instructions or tools applies to both voice calls and WhatsApp conversations.

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Limitations

  • Text messages only — Voice notes are not supported yet
  • One active conversation per customer per VoiceFlow — If a conversation is already open, new messages continue within that conversation until it closes
  • WhatsApp Business API required — The phone number must have WhatsApp Business API credentials configured to send and receive messages
  • Media attachments not processed — Images, documents, and other media sent by the customer are not read or responded to yet

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Next Steps

VoiceFlows

Configure the AI assistant and settings behind your WhatsApp channel

Phone Lines

Manage and import phone numbers with WhatsApp Business API

Conversations

Review WhatsApp message history and AI responses