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Assignments and handover

Every contact is either owned by the AI or owned by your team.

How a handover happens​

  • The AI hands over when the customer asks for a person, when the request needs something the AI cannot do (refunds, account changes), or when it has tried and failed.
  • A teammate can take over at any time from the conversation header, and hand back to the AI later.
  • Replies sent from the WhatsApp Business app on a coexistence number take the conversation over automatically.

While a person owns the contact, the AI stays silent on that thread.

Assigning​

Assign a conversation to a teammate or a team from the header. Routing rules can assign automatically based on department tags or details the AI collected. Assignments appear in the timeline and in Reports.

Tickets​

When a support request needs tracking, the AI (or a teammate) opens a ticket linked to the conversation. The ticket has an Open conversation button back to the chat.