The idea of conversations is to group messages belonging to one theme, time period, request, or interaction in a somewhat flexible or organic way, to be able to use them for further analysis or features.

Properties and behavior:

  • Every operation in a chat belongs to a conversation.

  • A conversation ties a prospect and an agent or bot.

  • Conversations are not related to WhatsApp sessions.

  • There can only be one active conversation per prospect.

A conversation starts when:

  • a prospect is created via API or manually.

  • a prospect is unarchived (manually or by an action, for example, a new message from the agent or a merge).

  • a prospect is transferred.

A conversation ends when:

  • a prospect is transferred.

  • an agent closes the conversation.

There are some specific close reasons that will not close a conversation: ‘Waiting for reminder’ and ‘Waiting for a visit’ (snooze).

When a prospect is transferred, the active conversation is closed and a new conversation starts.


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