WhatsApp chatbot to human handover checklist.

1. Decide when a person should take over

Start with three triggers: the customer asks for a person, the chatbot cannot resolve the question, or the decision needs staff input. A Mysore travel business might automate opening hours and vehicle categories, then route a request for a multi-day itinerary to its bookings team.

Check the WhatsApp Business Messaging Policy when designing this step. WhatsApp requires a clear, direct way to escalate an automated reply. Depending on your setup, that can be an in-chat transfer or an alternative such as phone support.

2. Pass the context the agent needs

Include the customer’s request, details already collected, and the question that remains open. For a vehicle enquiry, that might be the trip date, pickup city, passenger count and whether availability has been confirmed. Give agents access to the relevant conversation through your configured inbox or CRM where supported.

Keep the handover summary limited to what the agent needs to answer. A brief note such as “Needs a vehicle for 12 passengers on Saturday. Pickup city confirmed. Availability pending” gives the next person a clear starting point.

3. Assign the chat and set expectations

Choose which team receives each type of enquiry, who covers it when the usual owner is away, and what the customer sees outside business hours. If an agent has taken over, configure the workflow to pause routine bot replies for that chat where your platform supports it.

For an after-hours handover, give a response window the team can meet and provide a practical alternative if available. On the Business Platform, replies outside the 24-hour customer service window require an approved template. Check the current WhatsApp policy before configuring delayed follow-ups.

4. Test the handover before launch

• Customer asks for an agent. Confirm the option is easy to find and routes to the right team.
• The chatbot cannot answer. Check that a failed response gives the customer a way to get help.
• An agent accepts the chat. Verify that the agent can read the context and send a reply without a duplicate bot message.
• Nobody is available. Check the after-hours message, queue ownership, and follow-up process.
• The chat is transferred again. Confirm that the new owner can see what was promised and what still needs attention.

Use a test conversation and record what the customer saw, who received it, and whether the agent could finish the enquiry. Test again after changing your bot, shared inbox, or routing rules.

Common questions