How to add human handover to your WhatsApp AI agent

An effective WhatsApp AI agent can independently manage most interactions but excels by knowing when to hand over to a human operator, thus enhancing customer experience and trust. Human handover is crucial, as no AI can perfectly handle every situation, especially complex complaints or sales inquiries that benefit from human empathy or expertise. The handover process can be triggered by three primary methods: keyword triggers, confidence-based triggers, and time-based resumption. For instance, if a customer explicitly requests a human agent or the AI lacks confidence in its response, the bot pauses and alerts a human operator to take over, ensuring a seamless transition for the user. CodeWords simplifies this process by allowing users to define handover logic using plain English, which its AI assistant, Cody, translates into operational instructions, eliminating the need for coding. This system supports both temporary pauses and permanent handovers, depending on the situation, and allows businesses to customize resumption timing to balance efficiency and user satisfaction.

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