An unclear request, an upset customer or an exception to your policy may need a staff member. The point of handover is to make that transition understandable. The team can review the conversation before responding rather than asking the customer to repeat the same story.
Take over, then return control deliberately
Authorised staff can take over a conversation in Salma’s dashboard and release it back to the assistant when appropriate. Agree a simple internal rule for when to do each. Returning control should fit the customer’s situation, not happen just because someone has finished typing.
Set honest expectations about response time
A handover route does not mean a person is available around the clock. Your service hours and staffing still matter. On WhatsApp, the handover is communicated in the conversation; customers should not expect a special native transfer screen. We can show the experience in a demo.
FAQ
Questions, answered
Can a staff member take over manually?
Yes, with the relevant access and enabled capabilities in the shared inbox.
What if no staff reply capability is enabled?
The assistant should give the business’s appropriate contact route instead of promising that a colleague will join the chat.
Let staff and Salma work in the same customer conversations. Review connected messages, reply from the dashboard and take over when personal attention is needed.
Let customers get business-information answers when your front desk is closed. Explore Salma’s after-hours support and clear next steps for staff follow-up.
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A conversation, not a checkout
Let’s talk about your working day.
Bring your questions. We’ll show the relevant workflows and explore the right setup together.
