Managed WhatsApp conversations with business-scoped identity, asynchronous replies, and a bounded customer-service window.
A provisioned WhatsApp use case can route inbound messages to a bound Concurrence service and deliver the agent's text reply through the managed channel. Concurrence handles provider authentication, message records, routing, and delivery-status updates. Confirm business-account provisioning and service binding with the Concurrence team before launch.
The managed channel and the separate service voice-note API have different delivery and continuity models:
Managed messaging
Provider-authenticated inbound content
Asynchronous text reply through the business use case
Durable conversation keyed by business-scoped recipient identity and use case
Service voice-note API
Customer phone and supported recorded audio supplied by an integration
Synthesized audio or no-content response to that integration
Separate audio-turn session
The former synchronous WhatsApp-style text-turn API has been removed. Use the managed channel for WhatsApp messaging and the Conversations API for application-hosted text interactions.
Managed Text Conversations
The channel uses a business-scoped user identifier for recipient addressing. A phone number may be available as metadata, but it is not required for every inbound identity and is not interchangeable with the messaging identifier.
For the same recipient and use case, later messages can resume the current non-terminal durable conversation. Processing is serialized, and queued message fragments can be coalesced into a later turn. The service supplies the published agent configuration, Context Graph, and eligible tools.
Inbound processing can retain supported media and reactions as channel records. A reaction without message or media content does not drive an agent turn. Retaining an attachment is not proof that the agent transcribed or interpreted it; the managed agent reply path currently sends text. Validate any media workflow separately.
After an inbound message is committed, the channel attempts to mark it as read. This receipt does not prove that the agent has processed the message, completed the task, or delivered a reply.
Reply Window and Delivery
Managed free-form sends require an inbound message from the recipient to that use case within the preceding 23 hours. This is Concurrence's send boundary. A long-running task can finish after the reply window has closed, in which case the agent turn can remain recorded even though the reply cannot be sent.
Template registration and status tracking exist in managed operations, but the current send path does not send templates. An approved template therefore does not enable this path to initiate an out-of-window conversation.
When supported background work is running, the channel suppresses an intermediate filler and attempts to deliver the final reply when the work completes. Window checks, provider rejection, and channel failures still apply. Check delivery evidence separately from tool or agent completion.
The public conversation-start and channel-switch operations do not currently create outbound WhatsApp threads or switch another channel into WhatsApp. Contact Concurrence to confirm the supported outreach design for your deployment.
Voice-Note Turns
The service voice-note API accepts recorded audio, transcribes it, runs the reasoning path, and returns synthesized audio when the agent responds. The integration calling that API is responsible for delivering the returned audio to its destination.
Audio-turn sessions use workspace, service, and customer phone for continuity and serialize turns for the same speaker. Their state is separate from managed WhatsApp conversations. They do not provide the continuous media stream, barge-in, live takeover, or acoustic timeline of a phone call.
There is no public per-number response-modality switch that automatically joins these paths. Use a live phone call when the workflow needs real-time audio controls.
Operational Boundaries
Complete business-account provisioning and bind the use case to an eligible service.
Preserve business-scoped recipient identifiers instead of assuming phone-based identity.
Distinguish inbound receipt, agent processing, provider acceptance, and recipient delivery.
Account for the reply window when scheduling background work.
Confirm channel-specific consent and data-handling requirements for the intended content.
Treat managed messaging and the service voice-note API as separate sessions and integrations.
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