Conversations

The inbox of member conversations conducted over WhatsApp, each tracking the chat thread, the linked member and the session state. Agents and the automated assistant pick up enquiries here — balance checks, statements, loan questions — within one continuous thread. It is the front door of the chat banking channel and the record of every member interaction.

Workflow

Open Conversations to see active and recent chat threads.
Open a conversation to read the full message history.
Identify the linked member and the session state.
Reply or hand off to the automated flow as needed.
Close or mark resolved when the enquiry is handled.

Fields reference

Every field on this screen, drawn from the live data model.

Field	Type	Required	Description
Provider `provider_id`	Link → mfi.whatsapp.provider	Yes	Provider
Phone Number `phone_number`	Text	Yes	Phone Number
State `state`	Choice: Open (24h window), Closed (template-only), Closed	Yes	State
Member `member_id`	Link → mfi.member	—	Member
Last Inbound At `last_inbound_at`	Date & time	—	Last Inbound At
Last Outbound At `last_outbound_at`	Date & time	—	Last Outbound At
Last Message At `last_message_at`	Date & time	—	Last Message At
Inbound Count `inbound_count`	Number	—	Inbound Count
Outbound Count `outbound_count`	Number	—	Outbound Count

Status lifecycle

Records on this screen move through these statuses:

Open (24h window) → Closed (template-only) → Closed

Notes & rules

Model mfi.whatsapp.conversation; one thread per member session.
Holds member link, channel phone and open/closed state.
Parent of individual message records.
Session windows matter for business-API messaging rules.

Technical model: mfi.whatsapp.conversation · Record: WhatsApp Conversation