Human handoff
How Does a WhatsApp AI Agent Hand Off to a Person?
Short answer
Handoff rules are defined during setup. A conversation may move when the customer asks for a person, the request falls outside approved knowledge, or a human decision is required. The team receives the case with conversation context or a summary according to the agreed setup.
Which conversations should move to a person?
Direct request
The customer asks to speak with a team member.
Outside scope
Approved business knowledge does not cover the question.
Decision or exception
The case needs human authority or judgement.
Sensitive issue
A complaint or situation needs direct handling.
How can the customer avoid starting over?
- 1
Structure the request
The agent organises information already shared by the customer.
- 2
State the reason
The team sees which point needs human input.
- 3
Pass the context
Conversation context or a summary moves under the agreed setup.
- 4
Continue
The employee starts from the latest point instead of repeating basic questions.
Which handoff rules should you define?
- Topics the agent may answer itself.
- Cases that require approval or authority.
- The right team for each request type.
- Information to collect before handoff.
- What happens outside working hours.