How Handoff Works

When a customer uses specific keywords in their message, Waslo automatically:

Pauses the AI agent for that conversation
Marks the lead as "Needs Attention"
Sends a configured handoff message to the customer
Notifies your team via Email, WhatsApp, or Telegram (if configured)
Shows the lead in the Needs Attention widget on your dashboard

Setting Up Handoff

Go to AI Agent → Human Handoff
Toggle Enable Handoff
Add keywords that should trigger a handoff (e.g., "speak to someone", "human", "agent", "manager")
Customize the handoff message the customer receives

Example Handoff Message

"I'm connecting you with a team member who can help you further. They'll be with you shortly!"

Handoff Keywords

Add keywords that indicate a customer wants to speak to a human. Common examples:

"speak to someone"
"human"
"agent"
"manager"
"real person"
"help me"
"complaint"

Keywords are case-insensitive and matched anywhere in the message.

Per-Number Handoff

You can configure different handoff keywords and messages per WhatsApp number using the Context Selector at the top of AI Agent → Human Handoff. Per-channel handoff configuration (Telegram, Instagram, etc.) is on the roadmap — for now those use the org default.

Resuming AI

After handling a lead personally:

Go to the Leads page
Find the lead (it will show "Handoff" status)
Click the Resume AI button
The AI will start responding to new messages again

You can also resume AI from the Needs Attention widget on the dashboard.

Telegram Notifications

Get instant notifications when a handoff is triggered:

Go to Integrations → Telegram
Set up your Telegram bot and chat ID
Enable Notify on Handoff

You'll receive a Telegram message with the lead's name, phone number, and the message that triggered the handoff.

Human Handoff