> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sondos-ai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Conversations

> Track and manage AI-powered WhatsApp conversations with customers

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                               |
| ------------------------------------------------------ | ----------------------------------------- |
| <span style={{color: '#22c55e'}}>**WhatsApp**</span>   | Customer conversations via WhatsApp       |
| <span style={{color: '#8b5cf6'}}>**Web Widget**</span> | Customer conversations via website widget |
| <span style={{color: '#f97316'}}>**Test**</span>       | Test conversations from the dashboard     |

## How WhatsApp Conversations Work

### Customer Initiates Contact

1. Customer sends a message to your WhatsApp number
2. System creates or finds existing conversation
3. Message is routed to your AI assistant
4. AI generates and sends response
5. 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:

1. Navigate to Conversations
2. Apply filters as needed
3. 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.

<Tip>
  **Text-Friendly Prompts** — For assistants that handle both voice and WhatsApp, consider including instructions for text formatting like using bullet points and shorter paragraphs.
</Tip>

### Tools and Functions

AI can call tools during WhatsApp conversations:

* 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

* Learn about [WhatsApp senders](/whatsapp/senders) and sender configuration
* Set up [message templates](/whatsapp/templates) for outbound messaging
* Configure [automation](/whatsapp/automation) for WhatsApp workflows
* Review [AI assistant settings](/ai-assistants/settings/prompt-and-tools) for optimal responses