Live Transfer via WhatsApp
Hand a WhatsApp conversation to a colleague’s AI agent without moving it or losing the history.
What Happens
On WhatsApp, Messenger and Instagram, asking for a colleague hands the conversation to that colleague’s own AI agent. It introduces itself in the next message and answers from then on, using its own greeting, knowledge and integrations. The customer stays in the same thread, on the same number, and nothing they have already said is lost.
How a Customer Asks
The customer just asks — for example, transfer me to Hailey, or connect me with David. Your AI recognises the name and hands over. The next message reads like Hailey introducing herself: Hi, I’m Hailey, David Edward’s assistant — how can I help you today?
How an Operator Asks
While you have taken over a conversation, type /transfer followed by the person’s name — for example, /transfer David. This finds personal agents belonging to other people in your organization; it will not find a deleted or suspended agent.
The History Comes Too
The receiving agent can see everything said before it joined, so the customer is never asked to repeat themselves. On their phone the thread simply continues.
It Stays on the Same Number
The conversation does not move to the colleague’s own number, and the customer is not sent a link. It stays on the number they messaged, which is what lets every later message land in the same place. Only who is answering changes.
Handing It Back
Ask for the original agent by name — for example, back to Dash — and the conversation returns to your main receptionist, again in the same thread. A further request for someone else simply hands it on again; there is no limit and nothing to undo first.
A Person Can Still Step In
Handing over between agents does not stop you taking the conversation yourself. Open it in FONE and press Take Over at any point, whoever is answering. The thread stays under the agent whose number it arrived on, so look for it there.
How It Differs from the Chat Widget
On the website chat widget the customer is sent a link and starts a fresh conversation with your colleague’s agent, because a web page cannot carry a thread the way a phone number can. On WhatsApp, Messenger and Instagram the conversation stays put and the other agent joins it.