AI replies with human handoff in Converla
Use Converla AI grounded in your knowledge, then hand off to a teammate with full conversation context.
Converla AI answers customer questions from your approved knowledge, then hands the conversation to a human agent in the unified inbox when a person is needed — with the full thread preserved.
AI is assistive and available on eligible paid plans. It does not invent store policies: keep Manual/FAQ knowledge accurate so replies stay trustworthy on WhatsApp and web chat.
What it is
Human handoff means the chat moves from AI-assisted replies into your team Inbox so an agent can take over with full context.
Use the same workspace history across WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS — customers should not repeat themselves after escalation.
When to use it
- The visitor asks for a refund, payment change, or account-specific action
- AI confidence is low or knowledge does not cover the question
- VIP or billing topics that your team prefers to handle manually
- The customer explicitly asks to speak with a person
Step-by-step
- Confirm your plan includes AI, then enable AI for the brand where your settings allow.
- Under Knowledge, add Manual or FAQ sources with prices, shipping, and WhatsApp contact rules.
- Connect at least one channel from Integrations (often WhatsApp Business) and send a test message.
- Ask a knowledge-covered question in the widget or channel and confirm the AI reply cites your content.
- Ask for a human or trigger a low-confidence case, then open the Inbox and confirm the full transcript is visible to the assignee.
- Assign or transfer the conversation, reply as a human, and close when resolved.
Operator tips
- Write knowledge answers the way agents speak — short, factual, and local (currency, cities, delivery areas).
- Keep a clear saved reply for “connecting you to a teammate” so handoffs feel intentional.
- Review handoff threads weekly to find missing FAQ entries.
Common mistakes
- Enabling AI before knowledge is ready — empty sources create weak or empty replies
- Promising capabilities your plan does not include
- Hiding how to reach a human, which frustrates WhatsApp customers
- Editing Help articles and testing AI immediately without waiting for sync
Related settings
- Knowledge — Manual/FAQ sources that ground AI
- Integrations — channels where AI and handoff run
- Inbox — assignment and transfer after escalation
- Billing / plan — confirms AI eligibility
FAQ
Does Converla AI invent answers?
Agents are grounded in your knowledge base. When retrieval is weak, prefer human handoff instead of guessing.
Is the conversation history kept after handoff?
Yes. Escalation preserves the full thread so the agent sees what the customer and AI already said.
Which channels support AI with handoff?
Use it on enabled channels for your workspace, including WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS, subject to your plan.
Do I need a special plan for AI?
AI is available on eligible paid plans. Check live pricing, then enable AI only where your plan and brand settings allow.