> ## Documentation Index
> Fetch the complete documentation index at: https://docs.famulor.io/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Chats

> Track and manage AI-powered WhatsApp chats with customers

WhatsApp chats are recorded along with your other conversations. This allows you to view the message history, monitor AI performance, and manage customer interactions.

## Viewing WhatsApp Chats

WhatsApp chats appear in your **Chats** section (Conversations) with a “WhatsApp” badge.

Each conversation includes:

* The complete message history
* The customer's phone number
* The connected AI assistant
* Timestamps for all messages
* Cost and usage metrics

## Chat Types

| Type                                                   | Description                      |
| ------------------------------------------------------ | -------------------------------- |
| <span style={{color: '#22c55e'}}>**WhatsApp**</span>   | Chats conducted via WhatsApp     |
| <span style={{color: '#8b5cf6'}}>**Web Widget**</span> | Chats through the website widget |
| <span style={{color: '#f97316'}}>**Test**</span>       | Test chats from the dashboard    |

## How WhatsApp Chats Work

### Customer Initiates Contact

1. The customer sends a message to your WhatsApp number
2. The system creates a new conversation or finds an existing one
3. The message is forwarded to your AI assistant
4. The AI generates a response and sends it
5. The 24-hour messaging window opens

### Within the 24-Hour Window

* The AI automatically replies to every message
* Free-form responses are allowed
* The conversation continues naturally

### After 24 Hours

* The customer must send a message again to reopen the window
* You can send template messages to re-engage the customer
* The AI remains ready to respond once the customer replies

## Chat Features

### Message History

View the entire exchange between customer and AI:

* Incoming customer messages
* Outgoing AI responses
* Timestamps for each message
* Function calls made during the conversation

### Conversation Variables

Variables collected or set throughout the conversation:

* Customer identifier
* Data extracted by the AI
* Context passed from automation flows

### Cost Tracking

Each conversation records:

* Total number of messages
* Cost per message
* Total cost of the conversation

## Media in Conversations

### Attachments Gallery

All media files received in WhatsApp conversations (images, audio, video, documents) are stored as attachments. Browse received files in the conversation detail view.

### Image Analysis (Vision)

When a customer sends an image, your AI assistant can analyze it using vision-capable LLMs (OpenAI, Claude, Gemini). The AI's analysis and response are shown in the conversation alongside the original image.

### Voice Note Transcription

Incoming voice messages are automatically transcribed based on your assistant's language settings. The transcribed text appears in the conversation alongside the audio, and the AI responds to the transcribed content.

### Sending Files to Customers

Operators can send files back to customers directly from the conversation UI. This is useful for sharing documents, images, or other resources during a conversation.

## Managing Chats

### Chat Filters

Filter your chat list by:

* Type (WhatsApp, Web Widget, Test)
* Assistant
* Date range
* Customer identifier

### Export Chat Data

Export chat data for analysis:

1. Go to "Chats"
2. Apply filters as needed
3. Use the export options to download the data

## AI Assistant Behavior

Your AI assistant handles chats according to its configuration:

### System Prompt

The same system prompt used for voice calls and web widgets also applies to chats. Ensure your prompt works well for text-based communication.

<Tip>
  **Text-friendly Prompts** — For assistants handling both voice and WhatsApp, include instructions on text formatting (e.g., use of bullet points and shorter paragraphs) in the prompt.
</Tip>

### Tools and Functions

The AI can invoke tools during chats:

* Query information from databases
* Schedule appointments
* Transfer to a human agent
* Collect and validate data

### Knowledge Bases

Your assistant’s knowledge bases are available for chats, enabling the AI to answer questions using your uploaded content.

## Best Practices

### 1. Review Chats Regularly

Monitor AI responses to ensure quality. Watch for:

* Accurate information
* Appropriate tone
* Successful goal achievement
* Signs of customer satisfaction

### 2. Train Your AI

Use insights from chats to improve your assistant:

* Identify common questions
* Update knowledge bases
* Refine system prompts
* Add missing tools or functions

### 3. Monitor Response Times

WhatsApp users expect quick replies. Track:

* AI response latency
* Any delays or timeouts
* Failed message deliveries

### 4. Handle Escalations

Set up escalation paths for complex issues:

* Tool for handing off to human agents
* Collecting callback information
* Scheduling follow-up calls

## Chat Metrics

Track key metrics for your chats:

| Metric                    | Description                                   |
| ------------------------- | --------------------------------------------- |
| **Total number of chats** | Number of unique chats                        |
| **Messages per chat**     | Average number of messages per chat           |
| **Response rate**         | Percentage of messages with AI responses      |
| **Average response time** | Time between customer message and AI response |
| **Cost per chat**         | Average cost including AI usage               |

## Integration with Other Channels

WhatsApp chats coexist alongside your other communication channels:

* **Phone calls**: voice calls logged separately
* **Web Widget**: text chats from your website
* **API Conversations**: programmatic chat sessions

All chat types use the same AI assistant, providing a consistent experience across channels.

## Next Steps

* Learn more about [WhatsApp Senders](/en/whatsapp/senders) and configuration
* Set up [Message Templates](/en/whatsapp/templates) for outbound messaging
* Configure [Automation](/en/whatsapp/automation) for WhatsApp workflows
* Review [AI Assistant Settings](/en/ai-assistants/prompt-and-tools) to optimize responses