Inbound path
Customer
Sends a WhatsApp message.
Provider webhook
Meta delivers the event to RapidRoot.
Ingestion
Event validated, deduplicated and stored.
Routing
Matched to a contact and assigned by rule.
Inbox or bot
An agent or the chatbot responds.
Because ingestion is event-driven, delivery is at-least-once: a duplicate event can arrive after a network retry. Any integration you build on top should treat message identifiers as idempotency keys.
Conversation state
A conversation carries a window state defined by the channel provider. Within the customer service window you may reply freely; outside it, business-initiated messages must use an approved template. The platform tracks the window so agents are not guessing.