Layout
The Monitoring page uses a two-panel layout:- Conversation list — search and filter WhatsApp threads.
- Conversation detail — view the selected contact, 24-hour window, timeline, media, and composer. The composer is where a team member can step into the conversation and reply manually when AI is paused or human help is needed.
Conversation window
WhatsApp’s 24-hour customer-service window controls what you can send:- If the window is open, team members can send non-template text replies.
- If the window is closed, use an approved template to start or restart the conversation.
Non-template text reply describes the WhatsApp reply type. It does not remove
Vocily platform charges. See WhatsApp pricing and charges.
AI handoff
Team members can pause AI for a specific conversation. When AI is paused:- The agent does not answer in that thread.
- The team member can continue manually.
- Other conversations for the same agent are not affected.
One-to-one template sends
Use an approved template from Monitoring when you need to restart a closed conversation. If the template has variables, fill the required values before sending. Contacts can also open directly into Monitoring. If no message is sent, the draft thread is temporary. Once a text reply or template is sent, the conversation remains visible.Media in conversations
Monitoring shows supported WhatsApp media in the message timeline. Agent-level media policy is configured from Deploy → WhatsApp, not from Monitoring. When sending a template with an image header, the image uploaded during template creation is selected by default. To edit it, open WhatsApp → Campaigns → Templates and choose Action → Replace header media before sending. If an inbound media type is disabled for the agent, the agent will not process that media. Configure the customer-facing fallback from Deploy → WhatsApp.Troubleshooting
What’s next
- Configure routing in Deploy agents.
- Manage approved templates in Templates.
- Prepare audiences in Contacts and groups.