WhatsApp Handoff Support: When a conversation needs a human, you're already in the right channel

WhatsApp is where a lot of your customers already are. For businesses that rely on it as a primary support channel, any gap in coverage is a customer experience problem. Until now, AI agents could handle conversations on WhatsApp, but there was no path to escalate to a human when needed.

WhatsApp Handoff Support closes that gap. Operators can now configure their AI Agent to transfer WhatsApp conversations to a human agent in Desk, with full conversation history carried over so the handoff is seamless for both the agent and the customer.

What's new

• Automatic channel type passthrough: When a WhatsApp conversation is handed off, the ticket is automatically tagged with the channel source (AI agent - WhatsApp). Human agents always know where a conversation came from without any manual tagging.
• Full conversation history in Desk: After handoff, the human agent sees the complete prior AI conversation in Desk and picks up new messages from the user in real time, with full context intact.
• WhatsApp-native replies: After handoff, human agents reply directly in WhatsApp. The customer stays in the channel they started in. The full 24-hour messaging window applies, consistent with Meta’s business messaging policy.

WhatsApp Handoff Support extends AI Agent's omnichannel coverage to WhatsApp, so your team is never cut off from customers who need them most, regardless of which channel they’re on.