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WhatsApp Conversation Orchestration allows a single WhatsApp Business phone number to connect and operate across multiple technology partner integrations simultaneously on the same account. You need this feature when using a third-party AI bot to handle initial customer inquiries while connecting ChatbotX for human agents to take over complex conversations in Live Chat without message conflicts.

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Core Conversation Thread States

Under Meta’s conversation orchestration model, any conversation between a customer and your WhatsApp phone number always belongs to one of three states:

Standby

Another partner owns the conversation. The ChatbotX message box is safely locked to prevent duplicate replies.

Owned

ChatbotX has active ownership. Agents can freely send direct messages to the contact in Live Chat.

Idle

No partner currently owns the conversation. The next customer message determines which partner responds.
The table below outlines permissions across the three states:

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Configure Handover Resume Flow

When a third-party partner encounters an unanswerable question or a contact requests human assistance, that partner passes thread control to ChatbotX. You can configure an automated flow to greet contacts and collect details immediately upon receiving control.
1

Access WhatsApp channel settings

From the left navigation menu, go to Settings > Channels. In the list of connected WhatsApp numbers, click Manage next to the phone number you want to configure.
Whatsapp Channels Settings Manage
2

Select a handover flow

Switch to the Settings tab, scroll down to the Automation section, and locate Handover resume flow. Under Choose a flow, select the automated flow you want to trigger when control is handed back.
3

Save changes

Click Save changes to complete the setup. The system displays a confirmation notification.
Whatsapp Handover Resume Flow Settings
When a partner hands control back, ChatbotX automatically pins the conversation summary and chat history inside Live Chat so agents understand context immediately without reading through older message threads.

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Manage Conversations in Inbox

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Standby Mode While Another Partner Responds

When a third-party partner owns the conversation, ChatbotX automatically enters passive listening mode:
  • The contact list displays an orange badge labeled Standby (Partner).
  • The Conversation routing panel on the right sidebar displays the Standby state and Standby - listening only role.
  • The central chat area displays a warning banner and locks the message composer to prevent duplicate customer replies.
Whatsapp Inbox Standby Take Over

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Take Over Conversation Control

When human intervention is urgently required, agents can take over conversation ownership immediately:
  • Click Take over on the bottom warning banner, or directly send a message from the Inbox.
  • The system invokes escalation privileges, reclaims ownership from the previous partner, and transitions the thread to Owned.
  • The contact badge changes to blue Active, and the message composer unlocks completely for real-time conversation.
Whatsapp Inbox Owned Active Release

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Release Conversation After Resolution

After resolving the contact inquiry, release the thread back to Idle so automated entry flows can resume:
  • Click Release on the top header toolbar.
  • The system displays a confirmation notification that the conversation has been released.
  • The thread transitions to Idle with the role Idle - waiting. The next inbound customer message routes according to your business entry-point settings without waiting for the 24-hour inactivity timeout.
Whatsapp Inbox Idle Released

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Messaging Rules and Platform Policies

Under Meta policy, only the current thread owner can send free-form 24-hour service messages. Any partner currently on Standby attempting to send service messages will be rejected by Meta.
Pre-approved template messages (marketing, authentication, and utility) can be sent by any authorized partner at any time without altering conversation ownership.