Conversations
A conversation is a single ongoing chat between your business and one customer on WhatsApp. The conversation inbox is where every chat lands — whether it is being handled automatically by your AI agent or by a human teammate.
How a conversation starts
A conversation begins when a customer messages your connected WhatsApp number, or when they tap a WhatsApp link generated by one of your funnels or campaigns. WazBot creates (or reuses) a customer record so each conversation is tied to a known contact.
AI-active chats and human handoff
By default your AI agent responds to incoming messages using your knowledge base. A conversation can move to a human when the AI agent decides a handoff is needed, when a customer explicitly asks for a person, or when a teammate steps in manually. Once a human is active, the AI agent typically pauses so replies are not duplicated.
Conversation states
Conversations generally move through states such as:
- AI-active — the AI agent is handling replies automatically.
- Assigned — a specific teammate owns the conversation (see Teams & Assignment).
- Waiting — the conversation is waiting on the customer or on an internal action.
- Resolved / closed — the request is complete; the conversation can reopen if the customer replies again.
Customer context
While viewing a conversation, teammates can see the linked customer profile — identity, tags, and history — so they have context before replying. Updating that context flows back to your CRM.
How conversations relate to other areas
- Customers & CRM — every conversation is attached to a customer.
- Teams & Assignment — conversations can be routed to the right person or queue.
- Automation — workflows can react to conversation events.
- Analytics — conversation volume is part of your funnel reporting.