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

# WhatsApp monitoring and inbox

> Monitor WhatsApp conversations, reply one-to-one, and control AI handoff.

Monitoring is the team workspace for WhatsApp conversations. Use it to review live
threads, inspect message history, reply manually, and pause AI when a human should take
over.

## 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.

New messages, delivery updates, read receipts, and media updates refresh the selected
thread without requiring a full page reload.

## 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.

The window is shown in the conversation detail so team members know which reply options are
available.

<Note>
  Non-template text reply describes the WhatsApp reply type. It does not remove
  Vocily platform charges. See [WhatsApp pricing and charges](/whatsapp/pricing-charges).
</Note>

## 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.

Resume AI when you want the agent to continue handling the thread.

## 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

| Symptom                                 | What to check                                                                                  |
| --------------------------------------- | ---------------------------------------------------------------------------------------------- |
| AI does not reply                       | Confirm the number is assigned in **Deploy → WhatsApp** and AI is not paused for the thread.   |
| Text reply is unavailable               | Check whether the 24-hour customer-service window is closed. Use an approved template instead. |
| Media is visible but AI does not use it | Check the accepted media types in **Deploy → WhatsApp**.                                       |
| Template send fails                     | Confirm the template is approved and all variables are filled.                                 |

## What's next

* Configure routing in [Deploy agents](/whatsapp/deploy-agents).
* Manage approved templates in [Templates](/whatsapp/templates).
* Prepare audiences in [Contacts and groups](/whatsapp/contacts-groups).