> ## Documentation Index
> Fetch the complete documentation index at: https://docs.soara.ai/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.

## Media in Conversations

### Attachments Gallery

All media files received in WhatsApp conversations (images, audio, video, documents) are stored as attachments. Browse received files in the conversation detail view.

### Image Analysis (Vision)

When a customer sends an image, your AI assistant can analyze it using vision-capable LLMs (OpenAI, Claude, Gemini). The AI's analysis and response are shown in the conversation alongside the original image.

### Voice Note Transcription

Incoming voice messages are automatically transcribed based on your assistant's language settings. The transcribed text appears in the conversation alongside the audio, and the AI responds to the transcribed content.

### Sending Files to Customers

Operators can send files back to customers directly from the conversation UI. This is useful for sharing documents, images, or other resources during a conversation.

## 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