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WhatsApp conversations route through the Flex Conversations service as messaging tasks. When the AI hands off, your rep replies from the Flex UI and the reply lands on the contact’s WhatsApp thread.

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Pre-requisites

Set up AI WhatsApp first. Flex WhatsApp handoff depends on AI WhatsApp being wired up end-to-end — start with AI WhatsApp Support and come back here.
  • AI WhatsApp configured and receiving messages — see AI WhatsApp Support.
  • Twilio Flex credentials saved — see Connect Twilio Flex.
  • Both webhooks registered (TaskRouter + Conversations service).

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How messages land in Flex

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What the rep sees

  • A messaging task in the Flex UI with the contact’s WhatsApp profile name and number.
  • The full AI-to-contact transcript in the conversation thread.
  • The handoff note above the transcript with summary, sentiment, and reason.
  • The six handoff* attributes on the task panel.
  • Any flex_* custom data the workflow set during routing.
  • Replies typed in the Flex UI send to the contact’s WhatsApp.

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Channel-specific details

WhatsApp’s applies. If your rep tries to reply outside the window, WhatsApp rejects the message unless it matches an approved template.
To reach a contact outside the 24-hour window, reps must send an approved WhatsApp template. Template approval and variables happen in your WhatsApp Business account — not in OpenCX or Flex.
Images, documents, and audio sent by the contact appear on the Flex conversation as attachments. Size limits follow WhatsApp’s per-media-type limits.
The name on the task is pulled from the contact’s WhatsApp profile. If the contact’s profile name changes later, Flex won’t retroactively update existing tasks — new tasks pick up the new name.

AI WhatsApp Support

The channel itself — numbers, templates, profile setup.

Connect Twilio Flex

Credentials, webhook, workflow filters.

Twilio Flex overview

What else Flex lights up across every channel.

Troubleshooting

Missing task, wrong queue, events routed to the wrong org.