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

# WhatsApp Configuration

> Customize how Typewise AI handles WhatsApp conversations

<Note>
  Haven't connected your WhatsApp number yet? Follow our [WhatsApp setup
  guide](/guides/channels/setup-whatsapp) to install the channel.
</Note>

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.

## Guidance

Use the [Guidance](https://platform.typewise.app/channels/whatsapp/guidance)
section to define how Typewise AI should behave during WhatsApp interactions and
under which conditions a human should take over.

### 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.

### 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.

### Automation

<Info>
  **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](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-messages#customer-service-windows).
</Info>

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.

  For flows where the AI should move to email as soon as details are collected
  (instead of waiting for this timeout), add the **Switch to email & handoff**
  system action in Specialist instructions, global guidelines, or channel
  guidelines. See
  [System actions](/documentation/actions/system-actions#switch-to-email-%26-handoff).

* **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.

* **Automatically unassign ticket on human agent reply:**

  When enabled, a ticket is automatically unassigned as soon as a Human Agent
  sends a reply. The conversation timeline records that the assignee was removed
  automatically. Once the end customer replies, the ticket returns to the shared
  unassigned queue instead of staying in the original agent's **My tickets**.

  This is useful for teams working in shifts or part-time: agents don't have to
  remember to unassign themselves after every reply, so urgent customer
  responses don't get stuck with someone who is offline. The setting is opt-in
  and disabled by default.

## See also

* [Set up WhatsApp](/guides/channels/setup-whatsapp): Connect a WhatsApp
  Business number to Typewise
* [Chat Configuration](/documentation/behavior/chat): Configure chat channel
  behavior
* [Email Configuration](/documentation/behavior/email): Configure email channel
  behavior
* [Specialists](/documentation/behavior/specialists): Create topic-specific AI
  behavior
* [Company configuration](/documentation/behavior/company): Set global
  guidelines