Glossary

Handoff

A handoff is the moment a chatbot passes the conversation to a human, usually because the visitor asked for a person or the bot could not help.

No chatbot can answer everything. A handoff is the planned moment when the bot steps aside and a human takes over. It might happen because the visitor asked to speak to someone, or because the bot did not have the answer. A good handoff is smooth: the person gets the context, and the visitor does not have to repeat themselves.

For a small business, the best handoff is often WhatsApp. Customers already use it, you already check it, and the chat continues on your phone. The key is to carry the question along, so you can reply straight away instead of asking 'How can I help?' all over again.

Your fad has a WhatsApp handoff built in. When it triggers, the visitor sees a button that opens wa.me/yournumber with their question already typed in. You choose when it appears: when someone asks for a person or contact, also when the fad cannot answer, or never.