Hand the Conversation to the Right Person When Needed

An uncertain product, bespoke price, sensitive complaint or unauthorised action can pass to the right team with a concise summary, so the customer does not start again.

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Direct definition

What Is Live Agent Handoff?

It is not an escape hatch for failed automation but a deliberate part of the design. Topic, timing, team and context are defined in advance.

Primary source: Meta Reva product and integration documentation.

Connected workflow

Live Agent Handoff

Uncertain, critical or human-review conversations are handed to an authorised agent with context and a concise summary preserved.

Capabilities

What this workflow can do

Handoff with a conversation summary

The handoff summarises history and pending work without carrying unnecessary personal data.

Route to sales, accounting or support

Sales, finance, support or operations are selected by topic and permission.

Adaptable to Chatwoot webhook workflows

Once an agent takes over, the automated flow pauses so two parties do not reply at once.

Controlled delivery

How implementation works

We test handoff reasons, departments, working-hours behaviour and the summary an agent needs using real conversations.

ScopeDefine data sources, users and permissions.
ConfigureMap WhatsApp steps to ERP and operating rules.
ValidateTest normal, uncertain and failure scenarios.
Go liveRelease with monitoring and agent handoff controls.

Clear answers about boundaries, data and human handoff.

What we clarify before implementation

What data does Live Agent Handoff require?

We test handoff reasons, departments, working-hours behaviour and the summary an agent needs using real conversations.

Where should this workflow stop?

Once an agent takes over, the automated flow pauses so two parties do not reply at once.

Can it work with our current system?

The workflow needs an API, secure database access, file exchange or an existing service layer. We do not claim automation before a viable technical path is confirmed.

Show us how the work runs today and we will define a practical first scope together.