Message send and receive

Z-API carries WhatsApp messages in both directions for a connected number. A Beam agent reads each incoming message, applies the reply rule you approved, and sends the matching response or confirmation while writing the exchange to your records. Order updates and simple acknowledgments go out at once. Messages your rule cannot classify, ones asking for something outside the approved responses, or wording that signals a complaint are handed to a person with the thread attached, because a wrong automated reply on a channel this personal reads as careless and is hard to undo once delivered.

Contact and chat records

Each conversation ties to a contact and a running message history. The agent reads new contacts and threads, applies your tagging rule, and updates the customer record or support ticket so the history stays in one place your team can find. Known contacts are matched and filed automatically. A number that maps to several accounts, or a chat that mixes two separate issues, is left for a person to sort, since attaching a conversation to the wrong customer spreads private details where they do not belong and is difficult to fully clean up afterward.

Media and template messages

WhatsApp supports images, documents, and approved template messages for notifications. When a trigger fires, the agent reads the template and its variables, applies your rule, and sends the approved template with the right attachment to the intended recipient. Standard notices, such as a receipt or a shipping update, are delivered directly. A template that has not cleared approval, a recipient who has not opted in, or media your rule flags as sensitive is held for a person, because sending an unapproved or unwanted message risks the number itself being blocked from the channel entirely.