# Keep the BSP. Add the governed support loop.

> OpenOS normalizes provider events, runs the published support workflow, preserves delivery evidence, and moves exceptions into Workspace without becoming the WhatsApp delivery provider.

## Key Specifications
- **Target Audience:** Support operations and channel owners
- **Primary Inquiry:** What does OpenOS own—and what remains with the WhatsApp provider?

## Core Architecture & Mechanism
### 1. Receive
Validate the configured webhook path and normalize the supported inbound event.

### 2. Resolve
Run the published L0 workflow using approved knowledge and authorized tools.

### 3. Escalate
Project exceptions into Workspace with conversation and customer context.

### 4. Learn
Move configured eligible closes into Quality and repeated patterns into Trinetra.

## Frequently Asked Questions
### Q: Does OpenOS replace our WhatsApp provider?
A: No. The provider remains responsible for channel delivery. OpenOS adds the governed support and evidence loop around it.

### Q: Can OpenOS send WhatsApp replies?
A: Implemented provider paths can send governed replies when the customer credentials, templates, provider permissions, and activation requirements are satisfied.

## Claim Boundaries
- OpenOS does not become the BSP or sit in a managed provider's delivery path merely to observe it.
- Direct Meta availability depends on customer credentials, app approval, templates, and supported capability.
- Not every provider webhook uses the same signature mechanism; claims remain adapter-specific.

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Canonical Reference: https://www.openost.com/channels/whatsapp