WhatsApp Flow

Understand how WhatsApp conversations move through Botrelic.

Overview

Botrelic processes WhatsApp conversations using Workspace routing, AI agents, sessions, and human handoff workflows.

Note

Every incoming WhatsApp message becomes an active Session inside a Workspace.

Complete WhatsApp Message Flow

Customer sends WhatsApp message

Meta Cloud API

Receives message & forwards webhook

Botrelic receives conversation

Workspace routing occurs

Session created

AI Agent processes message

Response generated

Fallback detection

Human Handoff (if required)

Core Flow Mechanics

Workspace Routing

Every WhatsApp number belongs to a Workspace
Incoming conversations route into the correct Workspace
Workspaces manage: AI agents, human teams, and sessions

Workspace isolation ensures conversations remain separated between organizations, guaranteeing data privacy.

Session Lifecycle

When a customer sends a WhatsApp message:

Botrelic creates a Session
Session stores conversation history
AI context persists across messages
Human handoff status is tracked

Sessions remain active until they hit a timeout or are manually closed by an agent.

AI Agent Processing

During an active session, AI agents:

Understand customer messages
Search the knowledge base
Generate responses
Detect fallback situations

Fallback detection triggers on:

Unsupported questions
Low confidence responses
Specific escalation keywords

Human Handoff

If a fallback triggers during processing:

The conversation automatically routes to the human team
Human agents receive the active session in their inbox
The customer continues inside the same WhatsApp thread

Seamless Transition

No interruption occurs during escalation. The end-user transition from AI to human is completely transparent.

Sandbox vs Production

Best Practices

Optimize Fallback Rules

Ensure proper routing triggers so customers are not stuck in loops when AI lacks confidence.

Maintain Knowledge Base

Consistently update your Workspace documents to improve AI response accuracy over time.

Assign Human Teams

Correctly staff and assign human agents to monitor escalations and prevent user drop-off.

Test Before Deployment

Always use Sandbox testing to simulate edge cases before launching to production.