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Use Create WhatsApp Agent first if you have not connected your account yet. For diagnosing issues, see Troubleshooting. For reply window and template rules, see Messaging Rules.
WhatsApp Flow covers how OpenCX processes messages after go-live. Setup steps stay on Create WhatsApp Agent.

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Path Of A Message

1

Customer Sends A Message

The customer messages your WhatsApp business number. Text, images, video, documents, voice notes, and location pins are all supported.
2

Message Delivered To OpenCX

The message arrives via webhook and is validated.
3

Match Number To Org

OpenCX matches the receiving business number to your org.
4

Find Or Create Session

The sender’s phone number is matched against existing contacts. If a contact has an open WhatsApp session on this business number, the message continues it. Otherwise a new session is created. If no contact record exists, a new contact is created automatically.
5

AI Generates Reply

If is enabled and the per-number AI toggle is on, the AI generates a reply after a . When Autopilot is off or the session is handed off, human agents reply from the inbox instead.
The thread in your OpenCX dashboard is the authoritative record. Session continuity is by customer phone number and business number.

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Outbound Format

The AI chooses the best format for each reply:

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Good To Know

WhatsApp is the only channel where the AI pulls context from for the same customer and business number. This means the AI can reference earlier conversations without the customer repeating themselves.
Voice notes are transcribed so the AI can read them. Images, video, and documents are attached to the conversation. Location pins become map links. Stickers and system messages are not processed.
Attachments are sent as separate messages (one per file) followed by the text reply. There is a short pause between each.
WhatsApp sessions auto-resolve after approximately 12 hours of inactivity by default — longer than web chat (3 hours). Contact support to adjust your org’s threshold.

Troubleshooting

Missing replies, delivery failures, and error logs.

Messaging Rules

24-hour reply window, templates, and CSAT.

AI Actions

Run tools and workflows from WhatsApp conversations.

Autopilot And Topics

Channel-level Autopilot and topic rules.