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When your AI staff member can’t confidently help a customer — or when the customer asks to speak to a real person — the conversation is escalated to you. It appears in your Inbox marked Agent Handling.
1

Open the Inbox

Click Inbox in the left sidebar. Look for conversations with the Agent Handling badge.
2

Check the lead info panel

Open the conversation and review the panel on the right. Before escalating, the AI already collected the customer’s name, requirement, and urgency level — you have full context before you type a single word.
3

Reply directly

Type your reply in the message box. Your message is sent directly to the customer’s WhatsApp.
4

Hand back to AI when done

Once you’ve resolved the issue, click Re-engage AI in the details panel. The AI staff member takes over again for any future messages in that conversation.
Always read the details panel before you reply. The AI collects the customer’s name and requirement before escalating, so you’re never starting from scratch.

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Assign a conversation to a team member

If your plan includes multiple team members, you can route a conversation to the right person instead of handling it yourself.
  1. Open the conversation.
  2. Click the Assign button.
  3. Pick a team member from the list.
The assigned person will see the conversation highlighted in their Inbox view.