Create or continue chat
Opens a new conversation (or reuses the active chat) with the data the AI collected in the conversation.
Changelog: v2026.8.20
What it is for
- A customer gives you a number to call — the AI opens WhatsApp (or continues the active chat) with the referral context
- An email arrives with name, phone, and other details — the AI starts the WhatsApp conversation from that data
- Qualify on Instagram and continue on WhatsApp, already with tags, funnel, and fields filled in
Where to configure: AI Agents → Tools tab → Ready-made actions → Create or continue chat.
What is pre-set
| Field | Description |
|---|---|
| Channel | Required. Defines the identifier the AI must collect (WhatsApp, email, Instagram, or Facebook) |
| Team | Optional. Team for the new conversation |
| Start immediately | Unofficial WhatsApp only (WAHA and similar). The flow starts as soon as the chat is created |
| When the customer replies | Any channel. The flow starts on the customer's first reply (on official WhatsApp, after the template) |
| Context message | Independent of the channel, funnel, and which flow you chose. Fixed text or written by the AI; the same text is used for both flows |
| Funnel stage | Optional. Moves the customer to the chosen stage after creating the chat |
| Keep pending | On by default. The new chat is not assigned automatically |
| Initial message | Unofficial WhatsApp channels (WAHA, EVO, W-API, Z-API). Fixed text or written by the AI |
| Template | Official WhatsApp. You pick an approved template from the channel (and its variables, if any) |
If an active chat already exists (pending, in progress, or awaiting close) for the same contact and channel, the system reuses that conversation.
What the AI may ask
For each field (name, WhatsApp, email, phone, document, Instagram, Facebook, purchase value):
| Mode | Effect |
|---|---|
| Do not ask | Not included in the tool |
| Optional | The AI may omit it; the tool still runs |
| Required | The AI must fill it before calling |
The identifier for the selected channel is always required (otherwise the chat cannot open).
The context message describes the new attendance. It does not depend on the channel or the funnel: you predefine the text or let the AI write it. With a flow, it contextualizes the immediate and/or reply flow; without a flow, it is stored on the chat as a note.
Tags and custom fields
| Option | Effect |
|---|---|
| Fixed tags | Always applied; the AI does not choose |
| AI chooses | The AI picks from the tags you allow (or all organization tags) |
| Field with a fixed value | Written automatically; omitted from the AI schema |
| Field set by the AI | The AI fills it. For select / multi-select, only the configured options are valid |
Examples
Someone shares a number
👤 Customer: Please call John at +1 555 888 7777 — he decides
🤖 AI: Done — I opened John's WhatsApp conversation
with the referral context.
[System: WhatsApp chat, context: "Referred by the current customer
to talk about the Pro plan"]Email with customer details
📧 Subject: Quote — Maria Silva, +1 555 999 9999
🤖 AI: I registered Maria and started the WhatsApp conversation
with the details from the email.
[System: WhatsApp chat, funnel "Qualified",
context: "Email lead asked for a quote"]Limitations
- Initial message and immediate flow are only available on unofficial WhatsApp; official WhatsApp uses a template and, if you want, a reply flow
- Does not force a new ticket if an active chat already exists on the same channel and contact
- The model confirms the registration to the customer; the immediate flow starts in the background