WhatsAppConversations

Better customer service. One conversation.

Bring customer replies, business information, AI assistance and your team into a continuous conversation. Help someone track an order, change a plan or get the answer they came for.

Explore conversation starters Read the conversation guide

Set up with your agent:

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↗ Mora StudioBusiness conversation

Example conversation: keep the customer’s request and next step together.

Respond with context

Pick up where the customer left off.

Connect incoming text, media and interactive choices to the customer’s current task. Keep the relevant order or case in view without assuming a phone number alone proves account ownership.

Use the service window

Respond with supported free-form content while the customer-service window is open. Choose an eligible template when the business needs to restart the conversation later.

Make the exchange feel natural

Use typing, read acknowledgements and reactions where appropriate. A typing indicator signals attention; the final answer should reflect the real result.

The reply and the customer contextExample

Can I change the collection day for my order?

Order #4821Ready to collect

Ivory vase · Mora Studio

Customer careConversation owner

The request, order details and previous replies stay together.

Of course. Which day works for you?

AI and people together

Give each request the right kind of help.

Let an assistant answer from approved knowledge and perform permitted actions. Hand over when identity is unclear, an action needs judgment or the customer asks for a person.

Transfer the work, not just the transcript

Pass the customer’s goal, verified details and attempted steps to the receiving team.

Keep one accountable owner

Coordinate assignment and automated replies so a customer does not receive conflicting answers from an assistant and a person.

A useful finish

Close the loop on the customer’s task.

Confirm the actual order change, appointment or case update. If the action fails, explain the next step and keep enough context for the customer to continue without repeating everything.

Keep shared details separate

A contact card or voluntarily shared phone number may describe someone else. Do not silently replace the identity used by the WhatsApp conversation.

Measure resolution separately

Track response and task completion alongside message delivery and reads. Opening a message does not establish that the issue was resolved.

WhatsApp conversations questions

Does a customer reply open a service window?

Eligible incoming customer messages establish the service window used for free-form replies. Follow the documented window calculation and use an approved template when required.

Can customers ask for a person?

Build a clear escalation path with a receiving team, context and an understandable next step. Human assistance should remain accessible when automation cannot resolve the request.

Does marking a message read cost another send?

Bird’s read acknowledgement updates a received message and is not a billable outbound message. Typing and read state have distinct behavior.

Do reactions arrive as events?

Bird exposes WhatsApp reaction events. Handle the reaction in the context of the referenced message rather than treating it as a new textual answer to every workflow.