Manage customer WhatsApp threads in one shared inbox.

Give your support team and AI agents complete WhatsApp conversation history, customer identity, and live 24-hour service window state without stitching together isolated webhook events to reconstruct a thread. Assign conversations to teammates, organize queues with labels, and step into automated chats from the Bird inbox or Conversations API.

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Set up conversations

Keep customer threads, order questions, and agent chats in one queue.

Track inbound customer messages, teammate replies, and automated exchanges together on Bird’s WhatsApp platform. Instead of querying raw message logs to piece together who said what, your team and backend can read the full thread, participant profile, unread count, and 24-hour service window status from a single conversation record.

Conversations

Conversation

Assignee

Maya Chen

Of course, Maya. Friday is confirmed.

ARAlex Rivera

Ethan Brooks

It’s out for delivery and arrives this afternoon.

JPYou

Sofia Rossi

Yes, the sage linen cushion is in stock and ships tomorrow.

With agent

Grace Kim

Yes, the store is open until 5 pm on Saturday.

ARAlex Rivera

Liam Foster

Yes. Send me the new address and I’ll update your order.

PSPriya Shah

Route support queues across teammates and AI agents.

Separate conversations assigned to you, unassigned requests waiting for a teammate, and threads currently handled by an AI agent. Filter the queue by business phone number, assignee, service-window state, or label, and search by customer name, phone number, username, or business-scoped user ID to pull up the right support thread immediately.

Apply workspace labels such as delivery, collection, or product enquiry to group requests by topic as a conversation evolves. When an issue is handled, mark the conversation resolved to clear the active queue; if the customer writes back later, the same thread reopens with its labels and recent history intact.

Step into AI agent conversations with full context.

Review the customer’s exchange with Meta business agent before you reply so they do not have to repeat their order number or question. Assigning the thread to yourself or a teammate transfers control from the agent to your team, letting a specialist continue the conversation right where automation left off.

Return control to the AI agent when human help is done.

Once you resolve a billing exception or delivery change, assign the conversation back to the AI agent so it can answer follow-up questions. Handback is an explicit action (so the agent stays paused while a teammate is still working on the case), and changing assignees updates internal ownership quietly without messaging the customer.

Set up Meta business agent and handoffs

Reply with quoted context and attachments inside the 24-hour window.

Send PDFs, photos, videos, or audio files directly in the thread when a customer needs an invoice, arrival guide, or product walkthrough. Quote an earlier message so your answer points to the exact question they asked, and follow delivery status in real time as your reply moves from sent to delivered.

Neither your support team nor your backend has to calculate message timestamps to know whether a free-form reply will go through. Each conversation tracks the 24-hour customer service window and shows the time remaining before it expires. Once the window closes, the inbox prevents failed free-form sends so you can re-engage the customer with an approved WhatsApp template instead.

Read the reply and attachment guide

Turn on conversation capture per WhatsApp number.

Enable conversation capture in a connected number’s settings (or turn on a Meta business agent for that number) to start recording new inbound and outbound threads in the inbox and Conversations API. Messages and activity events stay available for 30 days so your team can manage active support cases while syncing long-term archives to your own database or CRM.

Role-based permissions keep day-to-day support separate from channel configuration. Teammates with WhatsApp sending permission can reply to customers, assign threads, and update labels, while WhatsApp management permission controls who can enable conversation capture or hand threads back to an AI agent.

Enable conversations for your number

Numbers & profiles

Studio support

Enable conversations

Save new messages and let your team reply from the inbox.

Conversation capture is configured for each WhatsApp number.

WhatsApp conversations, explained.

Does enabling conversations import earlier messages?

No. Turning on Enable conversations starts recording new inbound and outbound messages for that WhatsApp number from that moment forward; earlier messages sent before capture was enabled are not imported. Enabling a Meta business agent on a number also turns conversation capture on automatically.

Can I reply when the service window has closed?

Free-form text and media replies are available while the 24-hour customer service window is open. Once the window closes, the inbox composer locks free-form replies until the customer messages you again, or until you reopen the exchange by sending an approved utility or marketing template through the template workflow.

Does the agent resume after a teammate replies?

No. Taking over a thread keeps control with your team so the agent does not interrupt an active support exchange. When your part is finished, a teammate with WhatsApp management permission can select AI agent under Assignee on an individual customer conversation to hand control back.

What happens if I turn conversations off?

Turning off Enable conversations stops recording new messages and disables inbox replies for that number. Existing threads remain readable in the inbox and through the Conversations API until their messages reach the 30-day retention limit, giving you time to export records to your own system.