The platform shall provide a complete communication recording, capture, preservation, archiving and intelligence layer for meta interactions. Every supported WhatsApp communication must be captured together with its original content, contextual information, metadata, attachments, participants, timestamps and associated events, while maintaining the integrity and traceability of the original record.

The system shall capture, where supported by the WhatsApp integration and applicable APIs:

Incoming and outgoing messages.

Individual and group conversations.

WhatsApp Business conversations.

Text messages.

Voice messages.

Audio files.

Images and videos.

Documents and other attachments.

Stickers, emojis, reactions and shared links.

Replies and quoted messages.

Message edits and deletion events when available.

Message delivery, sent, delivered, read and failed status.

Voice calls and call recordings when supported.

Video calls or video communication when supported.

Conversation transfers and escalations.

Automated and human-agent interactions.

Captured communications must remain associated with the corresponding conversation and participants.

Each communication record shall contain structured metadata, including, when available:

Unique communication ID.

Conversation/session ID.

Message ID.

Parent or referenced message ID.

Channel.

WhatsApp business account.

Sender identity.

Recipient identity.

Agent/user identity.

Customer/contact identity.

Phone numbers.

Direction.

Message type.

Media type.

File information.

Date and time.

Time zone.

Delivery status.

Read status.

Call duration.

Call direction.

Participants.

Queue.

Campaign.

Department.

Team.

Agent group.

Customer/account ID.

CRM reference.

Case/ticket ID.

Tags.

Custom fields.

Conversation status.

Recording reference.

Transcript reference.

AI-analysis reference.

Retention policy.

Compliance policy.

Storage location.

Integrity/hash information.

Creation, modification and archival events.

The metadata must remain linked to the original communication throughout its lifecycle.

The system shall reconstruct the complete chronological conversation, preserving message order, timestamps, participants, replies, attachments and communication events.

Users with appropriate permissions must be able to view a conversation as a complete timeline rather than as isolated messages.

The system should also maintain relationships between messages, replies, quoted messages, files, recordings, transcripts, cases and customer records.

Original communications and recordings shall be preserved separately from derived information such as transcripts, summaries and AI analysis.

The system shall support:

Encryption at rest and in transit.

Immutable or tamper-evident storage options.

Integrity verification.

Retention policies.

Legal hold.

Controlled deletion.

Audit trails.

Version tracking.

Access control.

Evidence export.

Administrative controls.

Data lifecycle management.

Any AI-generated or manually generated information must not overwrite the original communication.

Where audio or video is available, the system shall support:

Original media preservation.

Automatic transcription.

Speaker separation.

Speaker identification where available.

Timestamp synchronization.

Language detection.

Multiple languages.

Searchable transcripts.

Audio/video playback synchronized with transcripts.

Download/export according to permissions.

AI analysis of the communication.

The system shall provide AI capabilities for supported WhatsApp communications, including:

Automatic transcription.

Conversation summarization.

Key-point extraction.

Topic identification.

Intent detection.

Entity extraction.

Sentiment analysis.

Emotion indicators.

Customer intent.

Customer objections.

Customer requests.

Action-item detection.

Follow-up detection.

Resolution detection.

Escalation detection.

Risk detection.

Compliance detection.

Sensitive-information detection.

Automatic categorization.

Automatic tagging.

Conversation classification.

AI results must reference the underlying message, recording or transcript whenever technically possible.

Authorized users shall be able to search communications using both structured filters and natural-language queries.

Search must be capable of using:

Message content.

Transcripts.

Customer information.

Agent information.

Dates.

Participants.

Phone numbers.

Tags.

Conversation type.

Sentiment.

Intent.

Topics.

AI classifications.

Attachments.

Metadata.

Calls and recordings.

The system should allow queries such as identifying conversations containing specific topics, complaints, requests, payment-related information, compliance events or unresolved customer issues.

The system shall provide configurable AI-assisted quality analysis for conversations.

Administrators shall be able to define evaluation criteria such as:

Required greeting.

Customer identification.

Authentication.

Required disclosures.

Response time.

Accuracy.

Professional communication.

Empathy.

Resolution.

Compliance.

Sales procedures.

Escalation procedures.

Closing procedures.

The system shall generate configurable quality evaluations while maintaining the original conversation as the source record.

The platform shall detect configurable categories of sensitive information, including personally identifiable information and payment-related information.

Depending on organizational policy, the system shall support:

Detection.

Masking.

Redaction.

Restricted access.

Alerts.

Retention policies.

Compliance classifications.

Audit logging.

Redaction must not modify the preserved original record when regulatory or evidentiary requirements require original-content preservation.

Administrators shall be able to configure automated rules based on:

Keywords.

Phrases.

Customer intent.

Sentiment.

AI classifications.

Compliance events.

Sensitive information.

Risk indicators.

Customer complaints.

Escalation events.

Agent behavior.

Conversation duration.

Other metadata.

Alerts may be delivered through the platform, email, webhooks or supported external integrations.

The system shall maintain a unified communication history for each customer.

The history should allow authorized users to access:

WhatsApp conversations.

Messages.

Attachments.

Voice messages.

Calls.

Recordings.

Transcripts.

AI summaries.

Customer intents.

Previous cases.

Tags.

Notes.

Agent interactions.

Escalations.

Compliance events.

The communication history shall be searchable and chronologically organized.

The system shall provide dashboards and reports covering:

Number of conversations.

Messages.

Calls.

Recordings.

Response times.

Resolution rates.

Conversation duration.

Agent activity.

Customer sentiment.

Topics.

Intents.

Complaints.

Escalations.

Compliance events.

AI classifications.

Quality evaluations.

Customer trends.

Reports shall support filtering by date, agent, team, department, campaign, customer, WhatsApp account and other available metadata.

All relevant actions shall be auditable, including:

Communication capture.

Access.

Playback.

Download.

Export.

Search.

Modification of metadata.

Retention changes.

Deletion.

Legal hold.

Redaction.

AI processing.

Administrative actions.

Audit records shall include user, action, timestamp, affected record and relevant contextual information.

The platform shall expose secure APIs for authorized systems to retrieve and process:

Conversations.

Messages.

Recordings.

Attachments.

Metadata.

Transcripts.

AI analysis.

Tags.

Customer information.

Audit records.

Compliance information.

The architecture should support integration with CRM, helpdesk, contact-center, analytics, storage and business-intelligence systems.

AI-generated results must remain distinguishable from original communication data.

For each AI-generated result, the system should retain, where applicable:

AI operation.

Processing date and time.

Model/version.

Input reference.

Generated result.

Confidence or reliability indicator when available.

Source communication.

User or system that initiated the operation.

AI results must be treated as derived information and must never replace the original communication record.

The recording and intelligence architecture should not be limited to WhatsApp.

The same framework should be designed to support additional channels in the future, including:

Voice.

SMS.

Email.

Webchat.

Video.

Social messaging.

Other messaging platforms.

All supported channels should use a common communication model for recording, metadata, archiving, search, AI analysis, compliance, reporting and auditability.

The objective is to provide a unified, searchable and auditable communication repository in which the original WhatsApp communication, its metadata, associated media and all derived AI intelligence remain connected throughout the complete communication lifecycle.