WhatsApp Conversation Resolution & Reply Tracking

WhatsApp conversations now have a real outcome (resolved, unresolved, or abandoned), close automatically when idle too long, and every reply is tagged with how it was sent (AI, flow, human, WhatsApp Business app, or template) plus clearer handoff behavior when a human takes over or steps away from a chat.

WhatsApp Conversation Resolution & Reply Tracking

This feature introduces a clear outcome for every WhatsApp conversation, ensuring that no chat is left open indefinitely. It also provides detailed tracking of how each reply is generated and improves the handoff process between automated systems and human agents.

How It Works

WhatsApp conversations can now be explicitly marked as resolved, unresolved, or abandoned, providing a definitive end state. Conversations that remain idle for a configurable period will automatically close, preventing an accumulation of open, inactive chats. When a human agent takes over a conversation, their ownership is clearly tracked, and when they step away, the conversation is handed back to the bot. Additionally, every message sent within a conversation is tagged to indicate whether it was sent by AI, a flow, a human agent, the WhatsApp Business app, or a template.

How to Use

1

Step 1

Open a conversation in the WhatsApp inbox.

2

Step 2

Click "Mark Resolved" once the issue is handled, or click "Enable"/"Disable" to take over or hand a conversation back to the bot.

3

Step 3

Open WhatsApp Number Settings and set the conversation timeout (in minutes) for a number.

4

Step 4

Review the small reply-type label shown next to each message in the conversation thread.

Benefits

  • Every conversation now ends with a clear, recorded outcome: Instead of just going quiet with no result, you'll know the definitive status of each interaction.
  • No more conversations left open indefinitely: Idle conversations automatically close based on a configurable timeout for each WhatsApp number.
  • Taking over a chat now properly records who's handling it: Human agent ownership is tracked, providing clarity on who is responsible for the conversation.
  • Full visibility into how every reply was sent: Directly in the inbox, you can see whether a message was sent by a bot, a flow, a human, or a template.
  • Sales leads from ad clicks are correctly identified: Conversations initiated by Click-to-WhatsApp ads are automatically tagged as sales conversations, preventing misclassification.

This feature works in conjunction with Whatsapp Inbox, Whatsapp Agent, and Analytics.