Path Of A Message
Customer Sends A Message
The customer messages your WhatsApp business number. Text, images, video, documents, voice notes, and location pins are all supported.
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.
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.
Outbound Format
The AI chooses the best format for each reply:| Format | When used | Limits |
|---|---|---|
| Plain text | Default for text-only replies | Link previews enabled |
| Quick reply buttons | 1–3 short options for the customer to tap | Max 3 buttons, 20 characters per button |
| List menu | 4–10 options the customer selects from | Max 10 rows, 24 characters per row title |
| CTA URL button | Reply contains a single actionable link | Body up to 1024 characters, button label up to 20 characters |
Good To Know
Cross-Session Memory
Cross-Session Memory
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.
Media Handling
Media Handling
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.
Outbound Attachments
Outbound Attachments
Attachments are sent as separate messages (one per file) followed by the text reply. There is a short pause between each.
Session Auto-Resolution
Session Auto-Resolution
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.
Related Documentation
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, assist mode, and topic rules.