HOW-TO — HANDOFF TO A HUMAN

The most important thing a bot does is know when to step aside.

Everyone has lived it: you type I want to speak to someone, and it replies with a menu; you repeat yourself, and it replies with the same menu. That is why people came to hate bots — not because the answer was wrong, but because it held them there. The real measure of a WhatsApp desk is not how clever it is. It is how quickly it gets out of the way.

Handoff in the same chat · your own number · 10-day setup

Try asking it for a human See the 3 prices

THE STRAIGHT ANSWER

When it hands over, and how

It hands over in four situations: the moment the customer asks for a person in any wording, when the question falls outside your data, when money or a decision is involved — a discount, a return, a negotiation, an exception — and when the tone reads as upset or a complaint. It does not argue, does not re-serve a menu, and does not ask the customer to rephrase so that it can understand them.

The handover itself happens in the same conversation on the same number — no second line, no ticket, no link to click. Your staff pick up the thread with everything written and said attached, including the transcript of any voice note, so the customer never starts again from the beginning. That restart is the exact moment people feel like a case number rather than a customer. And the desk tells them plainly it is passing them to a person; it never pretends to be one.

Bot to human without repeating a word.

An illustration — an ordinary question that turns into something needing a human decision.

Your shop's WhatsApp · 3:55 PM

My order arrived but one of the items is wrong3:55 PM

Sorry about that. Give me the order number and which item is wrong, and I will have everything ready for our staff before they pick this up.3:55 PM · gathers the detail, decides nothing

The order is under Noura, and the second item is the wrong size3:56 PM

Found the order. Exchanges and refunds are our staff's call rather than mine, so I am passing you to them now.3:56 PM · refunds → a human decision, no arguing

0:16 voice note — “and I want to know whether you refund the money or only exchange”3:57 PM

I have sent them the recording with a transcript, your order number and the full picture. Our staff will reply in this same chat, and you will not repeat anything.3:57 PM · the whole thread handed to your staff

Questions and preparation → the desk · decisions, money and apologies → your staff

Handoff questions, answered straight.

01If I type “I want to speak to a person”, what happens?

It hands over immediately, without asking why and without offering a menu. Asking for a human means a human — that is fixed here, not a setting somebody forgot to switch on.

02What if my staff are not free at that moment?

The conversation is held and flagged as waiting for a person, and the customer is told honestly when to expect a reply instead of being strung along. They can keep writing, and everything written reaches your staff.

03Does it pretend to be a human?

No, and we do not allow it. If asked, it says it is an AI, and it says plainly when it is passing you to a person. Lying to a customer costs you their trust once, and it does not come back.

The best bot is the one that knows its limits.

Ten days from now the questions get answered in seconds and the decisions reach your people — in the same chat, on the same number.

Try asking it for a human

Our sales line runs on the same AI you would be buying — ask it for a human and watch. Or text +965 9609 4926.