#if i start a conversation through an outbound whatsapp message, does that same conversation ever be

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lusty crownBOT
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AI-generated Answer for flenshhh0524

Short answer: The documentation does not describe a conversation “changing” from outbound to inbound. Instead:

  • Starting a WhatsApp thread via the ElevenLabs outbound-message API creates a conversation and returns its conversation_id. (elevenlabs.io)
  • Text conversations on WhatsApp end either when your agent triggers the End conversation system tool or when the Max conversation duration timeout is reached. The page does not specify the timeout length, and it notes there’s currently no user-side indicator when the timeout ends the conversation. (elevenlabs.io)
  • The Conversations API exposes each conversation’s direction (inbound/outbound) and initiation source; the docs do not mention any state where direction later changes. You can verify what happens in your workspace by listing conversations after the user replies and observing the new record’s direction and conversation_id. (elevenlabs.io)

Implication from the docs: because conversations terminate by tool or timeout (and the docs do not describe re-opening them), a reply that arrives days later would not be the “same” conversation; it would appear as a new inbound conversation entry when you query the Conversations API. (elevenlabs.io)

Sources:
Outbound message via WhatsApp | ElevenLabs Documentation
WhatsApp | ElevenLabs Documentation
List conversations | ElevenLabs Documentation
WhatsApp | ElevenLabs Documentation

placid valley
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What is the recommended way to have Whatsapp message conversations maintain the context over a period of days, which is typical for a text-based conversation? Can we enable a conversation initiation webhook for whatsapp messages? That way conversations that time out and a new message becomes inbound has the context of the previous conversation?

lusty crownBOT
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AI-generated Answer for flenshhh0524

Short answer

  • WhatsApp chats handled by ElevenAgents end when either your End conversation system tool runs or the Max conversation duration is reached. A message that arrives days later starts a new inbound conversation. (elevenlabs.io)
  • To preserve context across days, persist your own state (e.g., last conversation_id, summary, ticket/order IDs) keyed by the WhatsApp user ID, then inject that state into each new WhatsApp conversation via a conversation initiation webhook using dynamic variables and/or overrides. (elevenlabs.io)

How to implement

  1. Persist context per WhatsApp user
  • Use the WhatsApp user ID that ElevenAgents exposes as system__caller_id and your WhatsApp phone number ID as system__called_number. Store prior summaries and the last conversation_id under that key. (elevenlabs.io)
  1. Enable/use a conversation initiation webhook for WhatsApp
  • ElevenAgents supports returning “conversation initiation client data” from a webhook; this mechanism (documented for Twilio) is the same structure you’ll use to personalize new WhatsApp conversations: return type=conversation_initiation_client_data with dynamic_variables and optional conversation_config_override (e.g., first_message, prompt). As of January 5, 2026, the webhook payloads include conversation_id for Twilio, SIP, and WhatsApp integrations. (elevenlabs.io)
  1. Inject prior context on each new thread
  • On each inbound WhatsApp message, your webhook looks up the user’s stored state and returns dynamic_variables like previous_topics, last_ticket_id, last_conversation_id; optionally set an override first_message to acknowledge continuity. (elevenlabs.io)
  1. Retrieve transcripts/summaries when needed
  • You can also fetch prior transcripts or metadata via the Conversations API (GET /v1/convai/conversations/:conversation_id) to rebuild context if you don’t store it yourself. (elevenlabs.io)

Notes

  • Outbound WhatsApp messages require a message template; for calls, Meta’s Customer Service Window rules apply. Plan re-engagement flows accordingly. (elevenlabs.io)
  • Today there’s no user-visible indicator when a WhatsApp text conversation times out; ElevenLabs plans a setting to send a final timeout message. Factor this into UX. (elevenlabs.io)

References

  • WhatsApp integration overview, conversation ending behavior, and personalization hook via dynamic variables/webhook. (elevenlabs.io)
  • Conversation initiation webhook structure (example payload for dynamic_variables and overrides). (elevenlabs.io)
  • Changelog confirming conversation initiation webhook payloads include conversation_id for WhatsApp. (elevenlabs.io)
  • Dynamic variables and overrides guides. (elevenlabs.io)
  • Conversations API: retrieve past conversation details. (elevenlabs.io)
  • Post-call webhooks “Stateful conversations” pattern (general approach to store and re-inject context).
pine bolt
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The conversation starts when the user responds to the outbound message. It ends either via the End conversation tool (e.g. when the user says "goodbye") or after the max duration has elapsed. We don't currently support conversations that last days.