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How to hand a WhatsApp conversation to a human
The point of an AI agent is not to remove people from the conversation. It is to make sure the conversation is still there, with its history, when a person needs to take it.
3 min read
How do you take over a conversation?
Open the conversation and switch the agent off for that thread. It stops replying immediately, and you reply as yourself.
The switch is per conversation, so taking over one customer does not disable the agent for everyone else.
The full history stays in place, including what the agent said and what it looked up. You are not starting from scratch.
Can the customer ask for a person?
Yes. The agent can be given the human-support escalation tool, and a request for a person is recorded as part of the run and raised to your team.
That is the honest pattern: the agent handles what it can, and routes what it cannot rather than improvising.
When should you take over?
When the question is about a person's money, their health, their complaint, or anything you would not want an AI to answer unsupervised.
Refunds and disputes, anything clinical, an angry customer, or a request for a commitment the store cannot keep.
You do not have to decide this in advance. Reading a few run timelines shows you quickly where the agent is reliable and where it is not.
Common questions
Does the customer know they are talking to an AI?
That is your choice at the moment — you name the assistant in the storefront widget, and you can label it to disclose automation. Disclosing it is the safer default, and in the EU it may be the required one.
Can I hand a conversation back to the agent?
Yes. Switch the agent back on for that thread.
Related guides
All guides are listed in the help centre. If none of them answers it, email [email protected].
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