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Core Concepts

Messaging

Neuratel supports two messaging channels: SMS/MMS and WhatsApp. Both channels let you send messages, view conversation threads, and receive inbound messages — managed from the dashboard or programmatically through the unified Conversations API (/v1/conversations/*).

Voice and chat with the same contact share one conversation thread — dynamic_variables, contact context, and agent assignment carry across calls and messages. See Conversations for the unified model.

SMS / MMS

Sending Messages

Send SMS or MMS messages to phone numbers from the Channels section of the dashboard. Outbound messages appear in the conversation thread for that contact.

Threads

Messages are grouped into conversation threads by contact. Each thread represents an ongoing conversation with a single phone number.

Thread Statuses

Status	Description
active	Conversation is ongoing
archived	Conversation archived by user
closed	Conversation closed

Message Fields

Field	Description
direction	inbound (received) or outbound (sent)
status	queued, sent, delivered, read, or failed
body	Message text content
media_urls	Array of media attachment URLs (MMS)
created_at	ISO 8601 timestamp

Message Statuses

Status	Description
queued	Message accepted and queued for delivery
sent	Message sent to carrier
delivered	Message delivered to recipient device
read	Recipient opened the message (when supported)
failed	Delivery failed

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WhatsApp

Connect your WhatsApp Business Account to send messages, initiate voice calls, and manage conversations — all from the WhatsApp section of the dashboard.

Connect Your Account

Import your WhatsApp Business Account in Settings → WhatsApp to get started.

Once connected, Neuratel handles the message routing automatically.

WhatsApp Messaging Windows

WhatsApp enforces a 24-hour customer service window — after a customer's last inbound message, you can send freeform text replies. Outside this window, only pre-approved template messages are allowed.

WhatsApp Voice Calls

Initiate AI-powered voice calls to WhatsApp contacts directly from the dashboard. The call uses the assigned agent's configuration. WhatsApp voice calls appear as channel: "whatsapp_voice" in call records and transcripts.

WhatsApp API Endpoints

Operation	Method	Endpoint
List WhatsApp accounts	GET	/v1/whatsapp/accounts
Import WhatsApp account	POST	/v1/whatsapp/accounts/import
Import WhatsApp account (manual)	POST	/v1/whatsapp/accounts/import-manual
Get WhatsApp account	GET	/v1/whatsapp/accounts/{phone_number_id}
Update WhatsApp account	PATCH	/v1/whatsapp/accounts/{phone_number_id}
Delete WhatsApp account	DELETE	/v1/whatsapp/accounts/{phone_number_id}
Verify WhatsApp account	POST	/v1/whatsapp/accounts/{phone_number_id}/verify
List templates for account	GET	/v1/whatsapp/accounts/{phone_number_id}/templates
Get call permissions	GET	/v1/whatsapp/accounts/{phone_number_id}/call-permissions
Send outbound message	POST	/v1/whatsapp/outbound-message
Send outbound text	POST	/v1/whatsapp/outbound-text
Send outbound voice	POST	/v1/whatsapp/outbound-voice
Place outbound call	POST	/v1/whatsapp/outbound-call
Batch voice call	POST	/v1/whatsapp/batch-call
Get message media	GET	/v1/whatsapp/messages/{message_id}/media

View Conversations

All WhatsApp conversations appear in the WhatsApp section, organized by contact. You can view message history and conversation status.

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Receiving Messages

Both SMS and WhatsApp inbound messages are delivered to your configured webhook endpoints. Configure webhooks in Settings → Webhooks to receive real-time notifications when messages arrive.

Sending via API

Send a freeform reply into an existing conversation:

Code
from neuratelai import NeuratelAI
client = NeuratelAI()

client.conversations.send_message(
    conversation_id="conv_01HX...",
    body="Thanks for reaching out — we'll be in touch within 24 hours.",
)

Code
import { NeuratelAI } from "@neuratelai/sdk";
const client = new NeuratelAI();

await client.conversations.sendMessage({
  conversation_id: "conv_01HX...",
  body: "Thanks for reaching out — we'll be in touch within 24 hours.",
});

Send with media attachments (MMS or WhatsApp media):

Code
client.conversations.send_message(
    conversation_id="conv_01HX...",
    body="Here's the document you requested.",
    media_urls=["https://example.com/invoice.pdf"],
)

For WhatsApp-specific sends (outbound message, text, or voice), use the WhatsApp API endpoints directly. See WhatsApp integration.

Compliance

Inbound STOP-style replies (STOP / UNSUBSCRIBE / CANCEL / etc.) are auto-detected and the sender is added to your org's DNC list. Disable via dnc.update_settings(auto_add_inbound_optouts=False) only if you handle opt-out flows in your own application.

Related

• Conversations — unified inbox model
• WhatsApp integration — template setup, 24h window
• SMS messaging — outbound + inbound API
• DNC directory — STOP auto-detection