Integration

WhatsApp Live Agent Handoff

Hand off to human agent. Full context preserved. 2.4 min pickup. +58 NPS lift.

  • No credit card
  • Meta Cloud API
  • India-hosted
  • DPDP compliant
WhatsApp Live Agent Handoff

When the bot can't help, hand off to a human — RichAutomate Agent Handoff routes the conversation to a live agent inbox with full context preserved. Configurable per-team routing, priority levels, auto-tagging, and a customer-facing message. Built for Indian D2C, fintech, healthcare, EdTech support stacks.

What Agent Handoff does

Drop the Agent Handoff node at the end of a flow branch (typically the AI Chatbot Fallback / Escalate handle, or the No Match branch of an AI Pathway). The node sends a customer-facing message ("Connecting you to a live agent..."), pauses the bot, routes the conversation to the assigned team's live-chat inbox with priority + auto-tag, and stays silent until an agent closes or re-enrols the contact.

Real Indian cohort numbers

MetricManual escalationRichAutomate Agent Handoff
Median time-to-agent-pickup14 min2.4 min
Context loss at handoff38%0% (full thread preserved)
Customer NPS at handoff+12+58
Repeat-issue rate (T+30)22%9%

Use cases

  • AI Chatbot fallback — when LLM confidence drops or user explicitly asks for human.
  • Sensitive flows — complaint, refund dispute, fraud claim, medical query.
  • High-value sales — enterprise demo request, custom-quote ask, partnership inquiry.
  • Multilingual fallback — when AI confidence in a regional language drops, route to language-skilled agent.
  • Tier escalation — Tier-1 agent → Tier-2 specialist → manager.

How it works (3 steps)

  1. Drag Agent Handoff node at any flow exit branch.
  2. Configure message + team + priority + auto-tag.
  3. Agent picks up in Live Chat inbox with full thread context.

Live agent features

  • Full conversation thread + customer profile + tag history + attribute values
  • Quick-reply snippets per team
  • Internal notes (visible to agents only, never sent to customer)
  • Multi-agent assignment + transfer between teams
  • Resolution categorisation + post-chat survey trigger
  • SLA timers + escalation alerts

Pricing

Agent Handoff node + Live Chat inbox included in every RichAutomate plan starting ₹999/month. Per-agent seat pricing optional for teams > 5 agents.

FAQs

FAQ

Questions we get a lot.

Still curious? Reach the team on WhatsApp — we reply within 2 hours during India business hours.

Can I route handoffs to specific teams?

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Yes — configure team assignment per Agent Handoff node. Common pattern: support team for product Q&A, sales team for pricing, finance for refund disputes, manager for complaints. Define teams under Settings → Teams.

What happens if no agent is online?

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Conversation queues in the team inbox with priority. Customer-facing message can include expected response time. Configurable: auto-send a delayed-response message ("We will respond within 2 hours") after N minutes without pickup. SLA breach alerts to managers.

Does the bot resume after the agent closes?

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By default, the contact is "released" back to the bot on conversation close. Agents can also tag a contact with "do_not_bot" to prevent re-engagement. Re-enrolment into a new flow is manual or triggered by a future inbound matching a campaign trigger.

Can agents see the AI Chatbot conversation history?

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Yes — full thread preserved including AI replies, retrieved KB chunks (if AI was bound to a Knowledge Base), and all collected attributes / tags. Reduces context loss at handoff from 38% to 0% in real Indian D2C support cohort.

Is the Live Chat inbox multi-agent?

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Yes — multiple agents can be online, claim conversations from the team queue, transfer between teams, and add internal notes. Built-in load balancing routes to least-busy agent. Supervisor view shows all active conversations + SLA timers.

Ready to ship
live agent handoff?

14-day free trial. Cancel anytime. Meta Cloud API. India-hosted. DPDP-compliant.

WhatsApp Agent Handoff · Live Chat Inbox India 2026 | RichAutomate