WhatsApp Conversations
Complete history of all conversations handled by WhatsApp agents. Review messages, tool calls, and shared files to supervise and improve agent performance.
WhatsApp Conversations
The Conversations section records every exchange that a WhatsApp agent has with any person — automatically, in real time, without any action required. When the agent responds to a failure report at 2 AM or processes a maintenance status request on Sunday, that entire interaction is stored here with timestamps, the tools used, and files shared.
What is it for?
When an agent handles hundreds of messages per month automatically, it is essential to be able to review what it said and how. The conversation history serves to:
- Supervision: verify that the agent is responding correctly and following its instructions
- Continuous improvement: identify cases where the agent had problems and adjust its prompt or tools
- Audit: demonstrate that a request was received and attended to, with the exact timestamp
- Follow-up: resume a conversation with complete context if someone needs additional help
- Diagnosis: if someone reports that "the agent responded something strange," see exactly what happened
How does it work?
Every incoming and outgoing message is automatically saved in the conversation database. The system also records tool calls — every time the agent used a tool to search for information or execute an action, it records which tool was used, with what parameters, and what result it obtained. This makes the agent's entire reasoning process visible, not just the final response.
How to use it?
View the conversation list
Go to WhatsApp > Conversations to see all conversations across all your agents.
The list shows:
| Field | Description |
|---|---|
| Contact | Contact name (if saved in WhatsApp) |
| Phone | Contact's phone number |
| Agent | Which agent handled the conversation |
| Messages | Total number of messages in the conversation |
| Status | Whether the conversation is active or closed |
| Last message | When the most recent message was sent |
View a conversation in detail
Click any conversation to see the full history:
- User messages (left side): what the person wrote
- Agent messages (right side): what the agent responded
- Tool calls: when the agent used a tool, you will see the tool name, the parameters it passed, and the response it received
- Attachments: photos, PDFs, or other files shared in the conversation
You can see exactly the agent's reasoning: why it decided to use a certain tool and how it built its response based on the data obtained.
View conversations for a specific agent
You can also filter by agent: go to WhatsApp > Agents > [agent name] and find the recent conversations section for that agent.
Understanding tool calls
Tool calls are the "invisible work" of the agent — the queries and actions it executed to give a response. Seeing them helps you understand the agent's process:
Example of a tool call visible in a conversation:
- User asks: "When was the last maintenance on pump B-07?"
- The agent executes: Tool "query_history" with parameter
equipment = "Pump B-07" - The tool returns: the record of the last maintenance on 01/15/2026
- The agent responds: "The last maintenance on Pump B-07 was January 15, 2026 — seal and bearing replacement. The next preventive maintenance is April 15."
Seeing the complete tool call lets you understand why the agent responded the way it did, and if the response was incorrect, identify whether the problem was in the tool or in the prompt.
Key benefits
- Permanent history of all agent interactions — nothing is lost
- Full visibility into the agent's reasoning through tool calls
- Audit trail with exact timestamps for every message
- Quick identification of problematic conversations to improve the agent
- Record of attachments linked to each conversation
Common use cases
Scenario 1: Weekly agent supervision The maintenance coordinator reviews the week's conversations every Monday. They read the last 10-15 conversations looking for incorrect or incomplete responses. They find a conversation where the agent responded "I have no information about that equipment" for pump B-09. They review the tool calls and see that the query tool searched in the wrong collection. They update the tool instructions for the agent.
Scenario 2: Client request audit A client claims they reported a failure on Tuesday and no one responded. The supervisor opens the conversation history, searches for the client's number, and finds the Tuesday conversation at 10:47 AM. They see the agent responded in 23 seconds: "We received your failure report for motor M-15. We created work order #MAN-0891 with high priority. The technician was assigned and will contact you within 2 hours." They share the conversation screenshot with the client as evidence.
Scenario 3: Diagnosis of an unusual response A technician reports that the agent gave them a response that made no sense. The supervisor opens the specific conversation, sees the technician's message and the agent's response. They review the tool calls and find that the query tool returned an incorrect old record because the equipment name had a typo. They correct the record in the collection and the agent responds correctly in future queries.