Work with WhatsApp conversations
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Review messages, recognise AI activity and take over when needed.
Outcome
You can find a conversation and understand its displayed handling state.
Last reviewed
2026-09-12 · Operations
Before you begin
- WhatsApp access and a connected channel.
Open the right workspace
- 1Sign in and open Dashboard.
- 2Choose WhatsApp from the dashboard navigation.
- 3If the item is not shown, ask an owner to check your access and the account package.
Review and respond
- 1Select the conversation by checking the customer and latest message.
- 2Read enough of the transcript to understand the request and any automated response.
- 3Use the available manual reply or handoff control only when your role allows it.
- 4Confirm the new message or state appears before leaving the conversation.
How to know it worked
- • The conversation shows the expected latest message and handling state.
If something goes wrong
- Check connection status before retrying a delayed message; repeated sends can create duplicates.
- If the problem remains, open Support and describe what you expected and what appeared.