How does the handover to a human work?
When the agent does not have the answer, the customer asks for a person, complains, or sends a photo or a voice note, the conversation moves to your team and the agent stays quiet until you hand it back.
- The customer receives a polite message saying an advisor will reply.
- The conversation appears as “with a human” in Conversations, with the reason.
- You reply from WhatzAI (or from your phone with coexistence).
- You can “Hand back to AI” at any time.
- An automatic resume delay can be set: after that delay without a human reply, the customer receives a polite waiting message.
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Updated 17 October 2026. Meta's rules change: if in doubt, check WhatsApp Business's official documentation.