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Manage WhatsApp conversations

Open Conversations to read and reply to WhatsApp messages with your team. Each conversation brings the exchange with a customer into one thread, including replies from a WhatsApp agent.
Before you start, connect a WhatsApp number. You need permission to manage WhatsApp to enable conversations or take over from an AI agent. Replying and changing assignments or labels require permission to send WhatsApp messages.

Enable conversations for your number

  1. Open WhatsApp > Numbers & profiles and select your number.
  2. Open Settings and turn on Enable conversations. The change saves automatically.
  3. Have a customer message the number, then open Conversations to find the exchange.
This setting starts saving new messages in the inbox. Earlier messages are not added. Enabling a WhatsApp agent also turns conversations on for its number.
To stop using the inbox for a number, turn off Enable conversations. Existing conversations stay available to read, but new messages no longer appear and you cannot reply from the inbox.
The Settings tab for a WhatsApp number, with the Enable conversations switch

Find the conversation

  1. Open WhatsApp > Conversations in the dashboard.
  2. Choose a view: Mine shows conversations assigned to you, Unassigned shows conversations waiting for a teammate, and With agent shows those the AI agent controls. Use All to browse across assignees.
  3. Narrow the list with the Number, Assignee, or Label filters. For example, select your support number and a booking label to find booking questions.
  4. Select a conversation to open its messages and details.
Search this page… finds matching contact names, phone numbers, usernames, business-scoped IDs, and labels on the current page. Use the filters and pagination to find conversations beyond that page; search does not look through message text.
WhatsApp Conversations in the Bird dashboard, with conversation views, search, filters, labels, and assignees

Reply to the customer

Read the thread before replying, especially when another teammate or the AI agent has already helped. In Conversation details, check Assignee and Service window. On a smaller screen, open the Conversation details button to see these fields.
  1. Under Assignee, choose You to take responsibility, or choose a teammate. If AI agent is selected, choosing a person also takes control from the agent.
  2. Enter your response in Type a message. To include a photo, video, document, or audio file, select Attach and choose the media type.
  3. To reply to a particular message, open its Message actions menu and select Quote. The quoted message appears above your draft; Cancel quote removes the reference.
  4. Select Send, or press Enter. Use Shift+Enter for a new line. Your reply appears in the thread, where you can follow its delivery status.
The service window shows whether you can send a free-form reply and how much time remains. When it closes, the composer displays Reply when the contact sends a new message. Wait for a new customer message, or use an approved template to restart an eligible exchange. The conversation composer sends service messages; send templates through the template sending workflow.
A WhatsApp conversation with the message thread, reply composer, assignee, service window, and labels

Keep the team's work organized

Use Labels in Conversation details to describe the work, such as booking, accessibility, or follow-up. Enter a label in Add label to save it, and remove labels when they no longer apply. Labels appear in the conversation list and can be used as a filter.
Choose a teammate under Assignee when their help is needed. Choose Unassigned to return the conversation to the team's queue. An assignment records who is responsible for the conversation; it does not send a message to the customer.
If an AI agent is enabled on the number, choose AI agent to hand the conversation back when your part is complete. The agent can then respond again. This option requires WhatsApp management permission and is available for individual customer conversations.

Troubleshoot a conversation

  • The conversation is missing: switch to All, clear filters and search, and check that Enable conversations was on when the number received the message.
  • You cannot reply: check the service window, your WhatsApp permissions, and the number's Enable conversations setting. If sending fails, read the error beneath the composer before retrying.
  • You cannot select the AI agent: confirm the number has an enabled agent and that you have permission to manage WhatsApp.
  • The agent has stopped replying after a teammate answered: select AI agent under Assignee to return control when appropriate. Finishing a reply does not hand control back automatically.

Next steps

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