WhatsApp services
Chat and human handoffs
Review WhatsApp conversations, reply manually, take ownership of a handoff, close it, and resume automation.
Customer support teamsBusiness usersBeginnerAvailable
What this guide covers
- Chat displays inbound and outbound messages for the selected connected number and provides human-handoff controls.
- Prerequisites: A connected WhatsApp number.
- Result: The reply appears in the conversation and the handoff status changes as expected.
- Limit: Chat currently sends text replies; richer outbound content should use a workflow, Scheduler, template, or Developer Platform operation.
What this is and when to use it
Chat displays inbound and outbound messages for the selected connected number and provides human-handoff controls.
| Use it when | Expected outcome |
|---|---|
A customer needs a human response. | The reply appears in the conversation and the handoff status changes as expected. |
A Human Handoff node pauses automation. | The reply appears in the conversation and the handoff status changes as expected. |
You need to inspect message context. | The reply appears in the conversation and the handoff status changes as expected. |
Before you begin
- A connected WhatsApp number.
- An existing conversation.
- A customer-service window or approved template may be required for a reply under WhatsApp rules.
Prerequisites
A connected WhatsApp number. An existing conversation. A customer-service window or approved template may be required for a reply under WhatsApp rules.
Complete the task
- Open Agent Project → Chat.
- Select the connected number, search for the conversation, and open it.
- If handoff is pending, take over the handoff.
- Reply from the connected WhatsApp business number.
- Close the handoff and choose the available resume-automation control when the human task is complete.
Confirm it worked
- The reply appears in the conversation and the handoff status changes as expected.
Common problems
| Symptom | What to check |
|---|---|
Reply fails | Check the connected number, customer-service window, account Balance, and message failure details. |
Automation does not resume | Confirm the handoff was closed or manually resumed; review the Human Handoff node's resume mode. |
Current limitations
Chat currently sends text replies; richer outbound content should use a workflow, Scheduler, template, or Developer Platform operation.
Product boundary
Chat currently sends text replies; richer outbound content should use a workflow, Scheduler, template, or Developer Platform operation.
Where to go next
Related documentation
Human HandoffStop execution and hand off the conversation to a human. Exact configuration, outputs, execution behavior, errors, limits, and examples for the Human Handoff workflow node.A WhatsApp message was not deliveredSeparate request acceptance from final delivery and check Sender, recipient, template, service window, events, and Balance.Sending template messagesSend an existing approved WhatsApp template, including required language and parameter values.