Full transcript at handoff.
The inbound and outbound message history stays in the same conversation. The teammate can see what the customer selected and what the workflow sent before taking over.
Human handoff
Handoff with the full picture, not a cold transfer.
A published workflow can collect the routine details and then place the conversation in the shared inbox. Your teammate continues in the same thread with the message history, contact context, assignment, status, and internal notes available.
No credit card. No commitment.
Hand over the decision, not the discovery work.
Package the customer request, relevant record, prior actions, and suggested owner before a teammate joins the conversation.
ExampleContextual handoff
Conversation summary
Meera wants to change a paid booking from 12 to 14 August. Payment reference and original room choice are attached.
Aarav
Reservations team
Ready with context
Structured answers remain visible.
Questions, button choices, list selections, and submitted WhatsApp Flow forms remain in the conversation so the teammate can verify the customer's request.
Ownership is explicit.
Use conversation assignment and status to show who owns the next response. Workspace roles and instance grants keep access scoped to the right teammates.
Status, notes, audit trail.
Conversations carry status (open / pending / resolved) and a thread of internal notes the customer never sees. Every reply, status change, and assignment is logged.
Safe fallback for unmatched inbound messages.
If no published automation matches, the message routes to the human inbox. The current runtime does not invoke an AI model or invent a response.
FAQ
Questions worth answering.
Yes - team inbox with assignments, status, live typing indicators, and internal notes visible to the team but not the customer.
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