WhatsApp Conversation Resolution & Reply Tracking

Introduction

We're excited to introduce enhanced tracking and management for your WhatsApp conversations. This update ensures that every interaction has a clear outcome, whether resolved, unresolved, or abandoned, and provides detailed insights into how each reply was generated. It also streamlines the handoff process between bots and human agents, improving efficiency and accountability.

Feature Highlights

• Conversation Outcomes: WhatsApp conversations now conclude with a defined outcome (resolved, unresolved, or abandoned), providing clarity on the status of each interaction.
• Automatic Conversation Closure: Conversations that remain idle for a specified duration will now automatically close, preventing an accumulation of open, unattended chats.
• Reply Source Tracking: Every message sent within a WhatsApp conversation is now tagged with its origin (AI, flow, human, WhatsApp Business app, or template), offering granular visibility into communication methods.
• Improved Handoff Behavior: Taking over or stepping away from a chat now clearly assigns ownership and manages conversation states, ensuring smooth transitions between automated and human support.
• Sales Lead Identification: Conversations initiated from Click-to-WhatsApp ads are automatically identified and tagged as sales conversations, streamlining lead management.

How to Use

1. Click "Mark Resolved" on a conversation once you've handled it — it closes and shows a "Resolved" badge.
2. Click "Enable" manual reply to take over a conversation yourself — it's now assigned to you automatically. Click "Disable" once you're done — it hands the conversation back to the bot and closes it (marked abandoned unless it was already resolved).
3. In WhatsApp Number Settings, set how many minutes a conversation can go quiet before it's automatically closed on its own — no more conversations sitting open forever with no outcome.
4. Each message in the inbox now shows a small label (AI / Flow / Human / WA Business / Template) showing exactly how that reply was generated.
5. A conversation started by a contact clicking a Click-to-WhatsApp ad is automatically tagged as a sales conversation, even though the contact messaged first.

Benefits

• Clear Outcomes: Every conversation now ends with a clear, recorded outcome instead of just going quiet with no result.
• Reduced Clutter: No more conversations left open indefinitely — idle ones close themselves based on each number's configured timeout.
• Improved Accountability: Taking over a chat now properly records who's handling it, instead of a human replying with no ownership tracked.
• Enhanced Visibility: Full visibility into how every reply was sent (bot, flow, human, or template) directly in the inbox.
• Accurate Lead Tagging: Sales leads from ad clicks are correctly identified instead of being mistaken for regular support messages.

Example Workflow

A customer initiates a WhatsApp chat via a Click-to-WhatsApp ad, automatically tagging the conversation as a sales lead. The bot handles initial queries with a flow, and the replies are tagged "Flow". When the customer asks a complex question, a human agent clicks "Enable" manual reply, taking ownership of the chat, and their subsequent replies are tagged "Human". After resolving the customer's issue, the agent clicks "Mark Resolved", closing the conversation with a clear outcome. If the customer had stopped responding, the conversation would have automatically closed after the configured idle timeout, marked as "Abandoned".

Result

Users can now manage WhatsApp conversations with greater precision and insight, ensuring every interaction has a defined outcome, idle chats are automatically closed, and the source of every reply is clearly identified. This leads to more efficient operations, better accountability, and improved data for analysis.

See Also

• Whatsapp Inbox
• Whatsapp Agent
• Analytics