If you connected your number with WhatsApp Coexistence, customers and your family and friends all write to that same number. To keep the AI agent from replying to them, mark those chats as personal: the agent turns off in that chat for good, the chat isn't assigned to any advisor and it leaves your inbox. It isn't deleted or secretly hidden; you'll find it under the 👤 Personal filter.
This applies to numbers connected with Coexistence, where the number is yours and you share it with your personal life. On a WhatsApp Business API number the question doesn't appear.
Mark a chat as personal
When you turn the agent off in a chat on a Coexistence number, watsi asks you Is this a personal chat?:
If it's family or a friend, we'll mark it as personal: the agent will never write to them again and the conversation leaves your inbox.
- Yes, it is personal — watsi marks it 👤 Personal, turns the agent off, removes the assigned advisor and takes it out of your inbox. You'll see "Done, we marked it as personal."
- No, it is a customer — the contact stays a customer. The agent stays off in that chat until you turn it back on.
If you close the question without answering, nothing is saved. For now the question appears in the watsi web app, not in the mobile app.
You can also give a chat the 👤 Personal status by hand: it has the same effect as answering "Yes".
Where personal chats go
A personal chat:
- Doesn't appear in your main inbox or in unread counts.
- Has no assigned advisor and triggers no notifications.
- Stays out of your campaign audiences ("Personal chats" shows up among the exclusions).
- Is still available with the 👤 Personal status filter; owners and admins can open it.
Undo
If you made a mistake, open the chat from the 👤 Personal filter and turn the agent back on, or remove its 👤 Personal status. From then on watsi treats it as a customer for good.
Automatic detection
Beta
watsi can detect chats that look personal on its own. This detection is in beta and, on new accounts, it doesn't mark anything yet: only the chats you mark stay personal.
When you import your history, the Which chats should your agent reply to? window may show a 👤 Personal (detected) group with the conversations that look personal. The agent stays off in them; turn it on for the ones that really are your business.