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Haven’t connected your WhatsApp number yet? Follow our WhatsApp setup guide to install the channel.
The WhatsApp Configuration section lets you customize how the AI handles WhatsApp conversations. Once your channel is connected, end customers can reach your support team directly through WhatsApp, and Typewise AI handles inquiries following your configured behavior.

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Guidance

Use the Guidance section to define how Typewise AI should behave during WhatsApp interactions and under which conditions a human should take over.

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Channel Guidelines

Describe what Typewise AI should always do when managing WhatsApp tickets. For example:
  • Greet the end customer politely and introduce itself.
  • Keep replies short and conversational: WhatsApp conversations tend to be informal.
  • Use emojis where appropriate to match the casual tone of the channel.
  • Ask clarifying questions if the end customer’s request isn’t clear.
  • Always summarize the resolution before closing the conversation.

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Handoff Conditions

Define when the conversation should be handed over to a Human Agent. Common examples include:
  • The end customer expresses frustration or asks for a supervisor.
  • Sensitive topics like billing, refunds, or legal concerns arise.

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Automation

The 24-Hour Rule: To prevent spam, WhatsApp enforces a 24-hour customer service window. You can send free-form messages only within 24 hours of the last message sent by the customer. After this window expires, you must use a pre-approved Message Template to re-initiate the conversation.This applies to all timer-based automations below: any follow-up or email-switch prompt scheduled to fire more than 24 hours after the customer’s last message will be blocked unless an approved template is used. Configure timers under 24 hours, or ensure a Message Template is in place for longer windows.For more details, see the official Meta documentation on customer service windows.
Fine-tune how your WhatsApp channel behaves automatically with timing and review rules.
  • Automatically follow up after: Send a follow-up message after a specified number of minutes/hours/days without receiving a reply from the end customer. The timer starts after the last customer message. When triggered, Typewise AI generates a contextual follow-up message based on the conversation history, following your channel guidelines and company voice. If auto-close is also enabled, the follow-up message may mention when the conversation will close due to inactivity. If “Require human review” is enabled, the follow-up message waits for approval before being sent.
  • Automatically close tickets after: Automatically close WhatsApp tickets after a specified number of minutes/hours/days without a reply from the end customer. The timer starts from the last customer message. When the timer expires, the ticket is automatically closed. If follow-up is enabled with a shorter timer, the follow-up message will be sent before the ticket closes.
  • Automatically switch to email channel after: Switch communication from WhatsApp to email after a specified number of minutes/hours/days without a Human Agent reply. This setting only triggers when a handoff to a human agent is pending. When the timer expires, the AI explains that all team members are currently busy and offers to continue the conversation via email. It asks for the end customer’s email address (if not already known), and once confirmed, creates a support ticket with the full conversation history so a Human Agent can follow up via email when available. This ensures end customers aren’t left waiting indefinitely when agents are unavailable, and that every inquiry is captured and handled.
  • Require human review before sending a message: Enable this option if you want every AI-generated message to be reviewed by a human before being sent to the end customer. When enabled, all AI-generated messages (including follow-ups) go to a pending state. Human Agents see the drafted message in their inbox and can approve, edit, or reject it before sending.

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See also