Assignment
Rules are evaluated in order. Put specific schedules above an always-matching default. Choose Always or a schedule with days, start/end times, and time zone. A range ending before its start crosses midnight. Targets are an AI text agent, a person, or a rotation labeled Team. This rotation selects people; it is not the organization’s team hierarchy.
A rule pointing to AI needs an agent. Complete every schedule and fallback before saving.
Replies and operating hours
Choose the channel time zone and weekly windows. Presets replace existing windows, so review them before saving. The default schedule is Monday–Friday 09:00–18:00 in America/Mexico_City. Holidays and exceptions are full dates. The out-of-hours message is sent while AI replies are held until service hours resume. Human composers are not blocked by the operating schedule. An optional out-of-hours POST webhook providesthread_id, from, message, and timestamp.
Automatic greetings can run on the first agent response, the first response each day, or after inactivity of at least one hour. Choose to prepend the greeting to the AI reply or send a fixed greeting without an AI reply. Review the preview and interaction with working hours.
Alerts, connection, and calling
Inactivity alerts take a positive value in minutes, hours, or days. Duplicate durations are rejected. Connection settings show the channel connection and name. The calling section displays number eligibility and messaging tier. The inbound WhatsApp calling toggle saves immediately and is disabled for an ineligible number. A displayed calling option does not guarantee every channel can use it.Advanced conversation webhook
Choose the URL and events:INSERT for conversation creation, UPDATE for changes, and DELETE for deletion. These are conversation events, distinct from outgoing call webhooks and automation rules. Verify the actual received payload for your integration.
Use the test-message QR/link to open the channel from a phone and send a controlled message. Check both assignment and reply behavior after saving.
Frequently asked questions
Why did a conversation go to the wrong person?
Why did a conversation go to the wrong person?
Check the first matching rule, schedule time zone, eligible people, and fallback.
Does the operating schedule block humans?
Does the operating schedule block humans?
No. It controls AI/out-of-hours behavior; human composers remain available subject to the WhatsApp reply window.
Why won’t the settings save?
Why won’t the settings save?
Look for an incomplete AI target, missing rotation fallback, incomplete schedule, or invalid alert duration.
Does enabling WhatsApp calling need Save changes?
Does enabling WhatsApp calling need Save changes?
The calling toggle applies immediately.