Path Of A Message
1
Customer Sends A Message
The customer messages your WhatsApp business number. Text, images, video, documents, voice notes, and location pins are all supported.
2
Message Delivered To OpenCX
The message arrives via webhook and is validated.
3
Match Number To Org
OpenCX matches the receiving business number to your org.
4
Find Or Create Session
The sender’s phone number is matched against existing contacts. If a contact has an open WhatsApp session on this business number, the message continues it. Otherwise a new session is created. If no contact record exists, a new contact is created automatically.
5
AI Generates Reply
If is enabled and the per-number AI toggle is on, the AI generates a reply after a . When Autopilot is off or the session is handed off, human agents reply from the inbox instead.
The thread in your OpenCX dashboard is the authoritative record. Session continuity is by customer phone number and business number.
Outbound Format
The AI chooses the best format for each reply:Quick reply suggestions in workflows
In Workflows, add a Reply to ticket step and set Quick Reply Suggestions. Enter the session number, message, and optional button labels, such as Track transfer, Cancel transfer, and Speak to someone. You can also reference values from earlier steps. Save and activate the workflow when it is ready. Selecting a suggestion sends its label as a normal customer reply in the session. The usual AI, human assignment, and workflow rules process that reply. The sending step does not wait for a selection or automatically branch to another step. Customers can still type their own response. The three-button and 20-character label limits apply to workflow suggestions on every supported channel, keeping the same workflow compatible with WhatsApp. Invalid values, including values supplied by earlier steps, fail the step instead of being truncated. Labels are sent as configured: supply them in the customer’s language. If automatic message translation expands the WhatsApp body beyond 1,024 characters, the message is delivered as plain text without suggestions. Suggestions also work in the OpenCX web widget, Messenger, and Instagram. Custom API clients can read message options but must render and submit selections themselves. WhatsApp, Messenger, and Instagram must be connected directly to OpenCX. Other channels and sessions whose replies are delivered through an external integration do not support workflow suggestions; the step fails before saving a reply. Leave suggestions empty to keep existing text-only behavior. Users need permission to edit workflows. See Workflows for creating and validating workflows through the API.Good To Know
Cross-Session Memory
Cross-Session Memory
WhatsApp is the only channel where the AI pulls context from for the same customer and business number. This means the AI can reference earlier conversations without the customer repeating themselves.
Media Handling
Media Handling
Voice notes are transcribed so the AI can read them. Images, video, and documents are attached to the conversation. Location pins become map links. Stickers and system messages are not processed.
Outbound Attachments
Outbound Attachments
Attachments are sent as separate messages (one per file) followed by the text reply. There is a short pause between each.
Session Auto-Resolution
Session Auto-Resolution
WhatsApp sessions auto-resolve after approximately 12 hours of inactivity by default — longer than web chat (3 hours). Contact support to adjust your org’s threshold.
Related Documentation
Troubleshooting
Missing replies, delivery failures, and error logs.
Messaging Rules
24-hour reply window, templates, and CSAT.
AI Actions
Run tools and workflows from WhatsApp conversations.
Autopilot And Topics
Channel-level Autopilot and topic rules.