The WhatsApp Conversations section gives you a complete view of every message exchange between your AI assistant and your customers. You can monitor active conversations, review message history, intervene manually when needed, and analyze conversation outcomes to improve your assistant's performance.
Conversation Windows
WhatsApp has a concept called the 24-hour conversation window. Once a customer sends your business a message, you have 24 hours to reply freely with any message. After 24 hours without a customer message, the window closes and you can only send pre-approved message templates to re-initiate contact.
Your AI assistant manages this automatically — it tracks conversation windows and will use the appropriate message type based on whether the window is open or closed. This is why having approved templates ready is important for proactive outreach.
Viewing Conversations
Navigate to Conversations in the left sidebar and filter by channel to view WhatsApp conversations. Each conversation entry shows:
- Customer's WhatsApp number and name (if available)
- Last message and timestamp
- Conversation status (active, resolved, waiting)
- Which assistant handled the conversation
- Full message history with timestamps
Human Takeover
Sometimes a conversation requires human attention — a complex complaint, a sensitive situation, or a high-value customer who deserves personal attention. Live Bots 365 allows you to take over any conversation at any time.
To take over a conversation, open it in the Conversations section and click Take Over. The AI assistant will be paused for that conversation and you can type responses directly. When you are done, click Return to AI to hand the conversation back to the assistant.
Conversation Outcomes
Each conversation can be tagged with an outcome for reporting purposes:
Exporting Conversation Data
You can export conversation data as a CSV file for analysis in Excel, Google Sheets, or your BI tool. Go to Conversations > Export and select the date range and filters. The export includes message content, timestamps, outcomes, and any variables collected during the conversation.