Agent Prompt Configuration

The bot runs as a WhatsApp linked device. When it shows Scan to link or Disconnected, scan the QR below from the bot's phone (WhatsApp → Linked Devices → Link a device). Use Re-link to drop the current session and pair a new device — the bot must be running for this to take effect.

Public HTTPS URL Twilio delivers inbound WhatsApp messages to when the bot runs on the Twilio transport (WA_TRANSPORT=twilio). Inbound requests are signature-validated against this exact URL, so it must match the "when a message comes in" URL in the Twilio console. Leave empty to use the server's PUBLIC_WEBHOOK_URL. Changes take effect immediately — no restart needed.

When a taken-over case's chat goes idle this long, hand it back to the bot and re-engage the customer with a reply.

Cases on human hold (bot paused). Select and release to hand them back to the bot.

The approved order types the bot can log. Hints are fuzzy phrases the AI matches from free text; aliases are exact synonyms that resolve to this type (e.g. cop → COBP). Deactivate to hide a type without deleting it. Comma-separate hints/aliases.

Presentation for case statuses — label, colour, display order, and whether each shows in the board filter (Active). The status key is the contract with the bot's logic and cannot be changed once created; the automatic flow and operator actions stay in code. Terminal marks an end state (e.g. Closed).