---
title: Inbox, AI and bulk messaging
description: Operate WhatsApp AI conversations and approved-template sends.
---

## WhatsApp inbox and AI

The **WhatsApp** page is the operational inbox. Use a conversation's settings to enable or disable AI and maintain the system prompt. Human agents can take over by turning AI off for that conversation.

The WhatsApp AI inbox handles inbound conversations. It is distinct from campaign WhatsApp follow-up, which sends an approved template after a call outcome.

## Templates and bulk sends

Templates are loaded from Meta for the connected WABA. Only approved templates are available for sends. Select a small test audience first; bulk sends run as queued jobs and report sent/failed progress.

## Delivery and failures

Meta sends inbound messages and delivery statuses to the configured webhook. Common failures include invalid/expired tokens, an unsubscribed `messages` webhook field, unavailable templates, or Meta policy restrictions.

:::tip
Keep an escalation route in your AI prompt: when the customer asks for a person or the agent is unsure, hand off instead of inventing an answer.
:::