[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"docs-id-\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover":3},{"id":4,"title":5,"body":6,"category":1085,"code_examples":1086,"demos":1086,"description":1087,"extension":1088,"meta":1089,"navigation":1086,"order":1090,"path":1091,"seo":1092,"sitemap":1098,"stem":1102,"tags":1103,"toc":1109,"videos":1086,"__hash__":1110},"docs\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover.md","Serah ke Tim dan Persetujuan di Kotak Masuk Agentic",{"type":7,"value":8,"toc":1062},"minimark",[9,14,18,35,48,53,74,78,81,139,146,150,153,279,285,288,291,314,319,322,334,350,357,360,364,382,386,430,438,442,456,460,472,482,485,490,514,517,520,531,534,538,541,556,559,643,647,650,666,672,676,679,693,698,702,705,719,722,726,754,757,760,764,803,809,825,829,929,933,1020,1032,1036],[10,11,13],"h1",{"id":12},"serah-ke-tim-dan-persetujuan","Serah ke tim dan Persetujuan",[15,16,17],"p",{},"Halaman ini membahas dua hal.",[19,20,21,29],"ul",{},[22,23,24,28],"li",{},[25,26,27],"strong",{},"Serah ke tim",": aturan kapan agent berhenti membalas dan tim mengambil alih chat.",[22,30,31,34],{},[25,32,33],{},"Persetujuan",": keputusan tim di Kotak Masuk atas aksi agent yang mengubah data.",[15,36,37,38,41,42,47],{},"Keduanya berlaku saat ",[25,39,40],{},"Balas otomatis"," menyala. Baca ",[43,44,46],"a",{"href":45},"\u002Fdocs\u002Fwhatsapp\u002Fagentic","Agentic",".",[49,50,52],"h2",{"id":51},"yang-anda-perlukan","Yang Anda perlukan",[19,54,55,66,71],{},[22,56,57,58,61,62,65],{},"Peran ",[25,59,60],{},"pemilik"," atau ",[25,63,64],{},"admin"," untuk mengatur Serah ke tim.",[22,67,68,70],{},[25,69,40],{}," yang menyala.",[22,72,73],{},"Anggota tim dengan akses Kotak Masuk untuk memutuskan Persetujuan.",[49,75,77],{"id":76},"atur-serah-ke-tim","Atur Serah ke tim",[15,79,80],{},"Serah ke tim mati sampai Anda menyalakannya.",[82,83,84,90,95,101,108,115,120,126,133],"ol",{},[22,85,86,87,47],{},"Buka ",[25,88,89],{},"AI Wulan → Agent & model",[22,91,92,93,47],{},"Klik tab ",[25,94,27],{},[22,96,97,98,47],{},"Nyalakan ",[25,99,100],{},"Serah ke tim aktif",[22,102,103,104,107],{},"Pilih ",[25,105,106],{},"Pemicu",". Lihat bagian berikutnya.",[22,109,110,111,114],{},"Atur ",[25,112,113],{},"Aksi",": pesan ke pelanggan, tautan, penugasan, dan pemberitahuan.",[22,116,110,117,47],{},[25,118,119],{},"Jam kerja",[22,121,110,122,125],{},[25,123,124],{},"Kalau tim belum membalas",", kalau Anda mau.",[22,127,128,129,132],{},"Cek ",[25,130,131],{},"Pratinjau"," di sisi halaman.",[22,134,135,136,47],{},"Klik ",[25,137,138],{},"Simpan",[15,140,141],{},[142,143],"img",{"alt":144,"src":145},"Tab Serah ke tim dengan pilihan pemicu dan pratinjau","\u002Fimages\u002Fdocs\u002Fagentic-serah-pemicu.webp",[147,148,106],"h3",{"id":149},"pemicu",[15,151,152],{},"Cukup satu pemicu yang terpenuhi untuk menyerahkan chat.",[154,155,156,171],"table",{},[157,158,159],"thead",{},[160,161,162,165,168],"tr",{},[163,164,106],"th",{},[163,166,167],{},"Kapan terjadi",[163,169,170],{},"Bawaan",[172,173,174,188,200,231,243,255,267],"tbody",{},[160,175,176,182,185],{},[177,178,179],"td",{},[25,180,181],{},"Pelanggan minta bicara dengan admin",[177,183,184],{},"Pelanggan menulis, misalnya \"mau ngobrol sama orang\" atau \"admin dong\"",[177,186,187],{},"Aktif",[160,189,190,195,198],{},[177,191,192],{},[25,193,194],{},"AI tidak menemukan jawaban",[177,196,197],{},"Info tidak ada di Pengetahuan, atau Wulan tidak yakin",[177,199,187],{},[160,201,202,207,228],{},[177,203,204],{},[25,205,206],{},"Topik sensitif",[177,208,209,210,213,214,213,217,220,221,224,225],{},"Pesan membahas ",[25,211,212],{},"Komplain",", ",[25,215,216],{},"Refund",[25,218,219],{},"Pembayaran",", atau ",[25,222,223],{},"Pembatalan",". Anda dapat menambah topik sendiri lewat ",[25,226,227],{},"+ Topik sendiri",[177,229,230],{},"Mati",[160,232,233,238,241],{},[177,234,235],{},[25,236,237],{},"Pelanggan kesal atau mengulang pertanyaan",[177,239,240],{},"Nada marah, huruf kapital, atau pertanyaan yang sama dua kali",[177,242,230],{},[160,244,245,250,253],{},[177,246,247],{},[25,248,249],{},"Pesan mengandung kata kunci",[177,251,252],{},"Pesan memuat kata kunci Anda. Huruf besar dan kecil diabaikan",[177,254,230],{},[160,256,257,262,265],{},[177,258,259],{},[25,260,261],{},"Lebih dari N balasan AI",[177,263,264],{},"Agent sudah membalas lebih dari jumlah yang Anda tetapkan di satu chat",[177,266,230],{},[160,268,269,274,277],{},[177,270,271],{},[25,272,273],{},"Kunci AI bermasalah",[177,275,276],{},"Kunci OpenRouter tidak valid, saldo habis, atau AI gagal menjawab",[177,278,187],{},[15,280,281,282,284],{},"Untuk ",[25,283,206],{},", agent menyerahkan chat tanpa menjawab.",[147,286,113],{"id":287},"aksi",[15,289,290],{},"Saat chat diserahkan, Konektor menjalankan aksi ini berurutan.",[82,292,293,296,299,302,305,308,311],{},[22,294,295],{},"Agent berhenti membalas chat itu.",[22,297,298],{},"Konektor mengirim pesan ke pelanggan.",[22,300,301],{},"Konektor menambah tautan, kalau Anda mengisinya.",[22,303,304],{},"Konektor menugaskan chat ke anggota tim.",[22,306,307],{},"Konektor memberi tahu tim.",[22,309,310],{},"Konektor mengirim webhook.",[22,312,313],{},"Agent menulis catatan internal berisi alasan dan inti masalah. Catatan itu tidak berisi nomor telepon.",[315,316,318],"h4",{"id":317},"kirim-pesan-transisi","Kirim pesan transisi",[15,320,321],{},"Isi dua pesan:",[19,323,324,329],{},[22,325,326],{},[25,327,328],{},"Saat jam kerja",[22,330,331],{},[25,332,333],{},"Di luar jam kerja",[15,335,336,337,341,342,345,346,349],{},"Pakai ",[338,339,340],"code",{},"{nama_bisnis}"," untuk nama bisnis Anda dan ",[338,343,344],{},"{jam_buka}"," untuk jam buka berikutnya. Klik chip di baris ",[25,347,348],{},"Sisipkan"," untuk menaruhnya di kolom yang terakhir Anda ketik. Konektor mengganti keduanya dengan nilai yang benar.",[15,351,352,353,356],{},"Isi juga ",[25,354,355],{},"Pesan tunggu persetujuan",". Konektor mengirim pesan ini saat agent menunggu tim menyetujui sebuah aksi.",[15,358,359],{},"Satu pesan boleh sampai 500 karakter.",[315,361,363],{"id":362},"kirim-tautan","Kirim tautan",[15,365,366,367,369,370,373,374,377,378,381],{},"Nyalakan saklar ",[25,368,363],{},", lalu isi ",[25,371,372],{},"Teks tautan"," dan alamat tautan, atau kosongkan keduanya. Alamat harus diawali ",[338,375,376],{},"https:\u002F\u002F",". Tautan WhatsApp (",[338,379,380],{},"wa.me",") boleh. Konektor menambahkan tautan di baris baru pada pesan.",[315,383,385],{"id":384},"tugaskan-ke","Tugaskan ke",[154,387,388,398],{},[157,389,390],{},[160,391,392,395],{},[163,393,394],{},"Pilihan",[163,396,397],{},"Hasil",[172,399,400,410,420],{},[160,401,402,407],{},[177,403,404],{},[25,405,406],{},"Tidak ditugaskan",[177,408,409],{},"Chat tidak punya penanggung jawab",[160,411,412,417],{},[177,413,414],{},[25,415,416],{},"Agen tertentu",[177,418,419],{},"Chat ditugaskan ke satu anggota",[160,421,422,427],{},[177,423,424],{},[25,425,426],{},"Bergiliran",[177,428,429],{},"Chat ditugaskan bergiliran ke anggota yang Anda pilih",[15,431,281,432,434,435,437],{},[25,433,416],{}," dan ",[25,436,426],{},", pilih minimal satu anggota. Anda dapat memilih sampai 20 anggota.",[315,439,441],{"id":440},"beri-tahu-tim-dan-webhook","Beri tahu tim dan webhook",[19,443,444,450],{},[22,445,446,449],{},[25,447,448],{},"Beri tahu tim"," mengirim notifikasi ke anggota yang ditugaskan. Kalau tidak ada yang ditugaskan, notifikasi ke semua anggota Kotak Masuk. Notifikasi ini dipakai juga untuk pengingat ulang.",[22,451,452,455],{},[25,453,454],{},"Kirim webhook"," mengirim event ke webhook yang berlangganan \"Percakapan Diserahkan ke Tim\".",[315,457,459],{"id":458},"panggil-alat-atau-mcp","Panggil alat atau MCP",[15,461,366,462,464,465,61,468,471],{},[25,463,459],{},", lalu pilih satu alat dari tab ",[25,466,467],{},"Alat (API)",[25,469,470],{},"MCP",". Wulan memanggil alat itu sebelum menyerahkan chat, misalnya untuk membuat tiket. Alat yang mengubah data tetap menunggu persetujuan.",[15,473,474,475,61,478,481],{},"Kalau daftarnya kosong, tambah alat di tab ",[43,476,467],{"href":477},"\u002Fdocs\u002Fwhatsapp\u002Fagentic-tools",[43,479,470],{"href":480},"\u002Fdocs\u002Fwhatsapp\u002Fagentic-mcp"," dulu.",[147,483,119],{"id":484},"jam-kerja",[15,486,487,488,47],{},"Jam kerja menentukan pesan mana yang terkirim, dan mengisi ",[338,489,344],{},[82,491,492,498,508],{},[22,493,494,495,47],{},"Nyalakan saklar untuk tiap hari kerja. Hari yang mati tampil ",[25,496,497],{},"Tutup",[22,499,500,501,434,504,507],{},"Isi ",[25,502,503],{},"Jam buka",[25,505,506],{},"Jam tutup"," untuk tiap hari. Jam tutup harus setelah jam buka.",[22,509,135,510,513],{},[25,511,512],{},"Samakan dengan Senin"," untuk menyalin jam Senin ke semua hari. Tombol ini aktif saat Senin menyala.",[15,515,516],{},"Jam kerja mengikuti zona waktu workspace. Kalau tidak ada hari yang aktif, tim dianggap selalu buka.",[147,518,124],{"id":519},"kalau-tim-belum-membalas",[15,521,522,523,526,527,530],{},"Pilih batas waktu: ",[25,524,525],{},"Tidak ada",", atau antara 5 menit dan 12 jam. Kalau tim belum membalas setelah batas itu, Konektor mengirim ",[25,528,529],{},"Pesan pengingat ke pelanggan"," satu kali dan memberi tahu tim lagi.",[15,532,533],{},"Aturan ini hanya berlaku di jam kerja.",[49,535,537],{"id":536},"kotak-masuk-setelah-serah-ke-tim","Kotak Masuk setelah serah ke tim",[15,539,540],{},"Saat agent menyerahkan chat:",[19,542,543,550,553],{},[22,544,545,546,549],{},"Chat menampilkan banner ",[25,547,548],{},"Ditangani tim"," dengan alasannya.",[22,551,552],{},"Agent berhenti membalas di chat itu.",[22,554,555],{},"Anggota tim membalas pelanggan seperti biasa.",[15,557,558],{},"Alasan yang muncul di banner:",[154,560,561,571],{},[157,562,563],{},[160,564,565,568],{},[163,566,567],{},"Alasan",[163,569,570],{},"Artinya",[172,572,573,581,589,596,604,612,620,627,635],{},[160,574,575,578],{},[177,576,577],{},"Pelanggan minta bicara dengan tim",[177,579,580],{},"Pemicu permintaan pelanggan",[160,582,583,586],{},[177,584,585],{},"Wulan tidak menemukan jawabannya",[177,587,588],{},"Info tidak ada di Pengetahuan",[160,590,591,593],{},[177,592,206],{},[177,594,595],{},"Pesan memuat topik sensitif",[160,597,598,601],{},[177,599,600],{},"Pelanggan terlihat kesal",[177,602,603],{},"Pemicu pelanggan kesal",[160,605,606,609],{},[177,607,608],{},"Pesan memuat kata kunci pilihan Anda",[177,610,611],{},"Pemicu kata kunci",[160,613,614,617],{},[177,615,616],{},"Batas balasan Wulan sudah tercapai",[177,618,619],{},"Pemicu jumlah balasan",[160,621,622,625],{},[177,623,624],{},"Wulan tidak bisa membalas",[177,626,273],{},[160,628,629,632],{},[177,630,631],{},"Aksi tidak diputuskan tepat waktu",[177,633,634],{},"Tim tidak memutuskan Persetujuan dalam 30 menit",[160,636,637,640],{},[177,638,639],{},"Wulan meminta bantuan tim",[177,641,642],{},"Alasan lain",[147,644,646],{"id":645},"kembalikan-chat-ke-wulan","Kembalikan chat ke Wulan",[15,648,649],{},"Wulan tidak aktif lagi sendiri. Wulan membalas lagi hanya setelah anggota tim menekan tombol.",[82,651,652,657],{},[22,653,654,655,47],{},"Buka chat yang berstatus ",[25,656,548],{},[22,658,135,659,662,663,47],{},[25,660,661],{},"Serahkan ke Wulan",". Tombol ada di banner dan di panel ",[25,664,665],{},"Penanganan",[15,667,668,669,671],{},"Tombol ini hanya muncul saat ",[25,670,40],{}," menyala.",[147,673,675],{"id":674},"ambil-alih-chat-dari-wulan","Ambil alih chat dari Wulan",[15,677,678],{},"Anda juga dapat mengambil alih chat yang masih dibalas Wulan.",[82,680,681,684],{},[22,682,683],{},"Buka chat itu.",[22,685,686,687,689,690,47],{},"Di panel ",[25,688,665],{},", klik ",[25,691,692],{},"Ambil alih",[15,694,695,696,47],{},"Wulan berhenti membalas di chat itu sampai Anda menekan ",[25,697,661],{},[49,699,701],{"id":700},"persetujuan-di-kotak-masuk","Persetujuan di Kotak Masuk",[15,703,704],{},"Saat balas otomatis menyala, dua jenis alat menunggu persetujuan tim:",[19,706,707,713],{},[22,708,709,710,47],{},"Alat (API) dengan metode ",[25,711,712],{},"POST",[22,714,715,716,47],{},"Alat MCP yang Anda tandai ",[25,717,718],{},"Perlu persetujuan",[15,720,721],{},"Alat yang hanya membaca data jalan tanpa persetujuan.",[147,723,725],{"id":724},"memutuskan-persetujuan","Memutuskan persetujuan",[82,727,728,731,734,741,744],{},[22,729,730],{},"Agent berhenti di chat itu dan mengirim pesan tunggu ke pelanggan.",[22,732,733],{},"Tim menerima notifikasi.",[22,735,736,737,740],{},"Buka chat. Di bawah pesan, kartu ",[25,738,739],{},"Wulan ingin menjalankan {nama aksi}"," muncul.",[22,742,743],{},"Baca rincian aksi pada kartu.",[22,745,135,746,749,750,753],{},[25,747,748],{},"Setujui"," untuk menjalankan aksi, atau ",[25,751,752],{},"Tolak"," untuk membatalkannya.",[15,755,756],{},"Kartu menampilkan sisa waktu, misalnya \"Sisa 24 menit\". Kalau agent ingin menjalankan beberapa aksi sekaligus, kartu menampilkan \"Wulan ingin menjalankan {jumlah} aksi\" dan semua rinciannya.",[15,758,759],{},"Owner, admin, dan staf dengan akses Kotak Masuk dapat memutuskan. Satu aksi hanya bisa diputuskan sekali.",[147,761,763],{"id":762},"setelah-keputusan","Setelah keputusan",[154,765,766,775],{},[157,767,768],{},[160,769,770,773],{},[163,771,772],{},"Keputusan",[163,774,397],{},[172,776,777,786,795],{},[160,778,779,783],{},[177,780,781],{},[25,782,748],{},[177,784,785],{},"Aksi jalan, lalu agent membalas pelanggan",[160,787,788,792],{},[177,789,790],{},[25,791,752],{},[177,793,794],{},"Aksi tidak jalan, lalu agent membalas tanpa aksi itu",[160,796,797,800],{},[177,798,799],{},"Tidak diputuskan dalam 30 menit",[177,801,802],{},"Aksi kedaluwarsa dan tidak jalan",[15,804,805,806,808],{},"Kalau aksi kedaluwarsa dan pemicu ",[25,807,273],{}," aktif, agent menyerahkan chat ke tim dengan alasan \"Aksi tidak diputuskan tepat waktu\".",[15,810,811,812,815,816,213,819,220,822,47],{},"Tab ",[25,813,814],{},"Aktivitas"," mencatat tiap aksi dengan status ",[25,817,818],{},"Menunggu persetujuan",[25,820,821],{},"Berhasil",[25,823,824],{},"Ditolak",[49,826,828],{"id":827},"masalah-umum","Masalah umum",[154,830,831,841],{},[157,832,833],{},[160,834,835,838],{},[163,836,837],{},"Masalah",[163,839,840],{},"Penyebab dan cara memperbaiki",[172,842,843,851,861,869,879,887,897,905,921],{},[160,844,845,848],{},[177,846,847],{},"Periksa isian yang berwarna merah sebelum menyimpan.",[177,849,850],{},"Ada isian yang salah. Perbaiki isian yang berwarna merah.",[160,852,853,856],{},[177,854,855],{},"Pilih minimal satu anggota.",[177,857,858,859,47],{},"Pilih anggota untuk penugasan, atau pilih ",[25,860,406],{},[160,862,863,866],{},[177,864,865],{},"Anggota yang dipilih bukan lagi anggota workspace.",[177,867,868],{},"Pilih anggota lain.",[160,870,871,874],{},[177,872,873],{},"Alat serah ke tim yang dipilih tidak tersedia lagi.",[177,875,876,877,47],{},"Pilih alat lain, atau matikan saklar ",[25,878,459],{},[160,880,881,884],{},[177,882,883],{},"Isi teks dan alamat tautan, atau kosongkan keduanya.",[177,885,886],{},"Isi keduanya, atau hapus salah satunya.",[160,888,889,892],{},[177,890,891],{},"Alamat tautan harus diawali https:\u002F\u002F.",[177,893,894,895,47],{},"Tulis alamat dengan ",[338,896,376],{},[160,898,899,902],{},[177,900,901],{},"Jam tutup harus setelah jam buka.",[177,903,904],{},"Perbaiki jam di hari yang ditandai.",[160,906,907,913],{},[177,908,909,910,912],{},"Tombol ",[25,911,661],{}," tidak muncul.",[177,914,97,915,917,918,47],{},[25,916,40],{}," di tab ",[25,919,920],{},"Ringkasan",[160,922,923,926],{},[177,924,925],{},"Kartu persetujuan tidak muncul.",[177,927,928],{},"Aksi mungkin sudah diputuskan atau sudah kedaluwarsa. Muat ulang chat.",[49,930,932],{"id":931},"batas","Batas",[154,934,935,944],{},[157,936,937],{},[160,938,939,941],{},[163,940,932],{},[163,942,943],{},"Angka",[172,945,946,954,962,970,978,986,997,1004,1012],{},[160,947,948,951],{},[177,949,950],{},"Kata kunci",[177,952,953],{},"20",[160,955,956,959],{},[177,957,958],{},"Karakter per kata kunci",[177,960,961],{},"40",[160,963,964,967],{},[177,965,966],{},"Topik sensitif buatan sendiri",[177,968,969],{},"5",[160,971,972,975],{},[177,973,974],{},"Karakter per topik sendiri",[177,976,977],{},"60",[160,979,980,983],{},[177,981,982],{},"Karakter per pesan ke pelanggan",[177,984,985],{},"500",[160,987,988,994],{},[177,989,990,991,993],{},"Jumlah balasan AI sebelum serah (",[25,992,261],{},")",[177,995,996],{},"1 sampai 50",[160,998,999,1002],{},[177,1000,1001],{},"Anggota untuk penugasan",[177,1003,953],{},[160,1005,1006,1009],{},[177,1007,1008],{},"Batas waktu respons tim",[177,1010,1011],{},"5 menit sampai 12 jam",[160,1013,1014,1017],{},[177,1015,1016],{},"Waktu untuk memutuskan Persetujuan",[177,1018,1019],{},"30 menit",[1021,1022,1024],"tip",{"title":1023},"Contoh penerapan lengkap",[15,1025,1026,1027,1031],{},"Lihat ",[43,1028,1030],{"href":1029},"\u002Fskenario\u002Ftravel-umroh","skenario travel umroh",": dari iklan Click-to-WhatsApp sampai DP terkirim ke Meta, lengkap dengan template dan video.",[49,1033,1035],{"id":1034},"lihat-juga","Lihat juga",[19,1037,1038,1042,1046,1050,1056],{},[22,1039,1040],{},[43,1041,46],{"href":45},[22,1043,1044],{},[43,1045,467],{"href":477},[22,1047,1048],{},[43,1049,470],{"href":480},[22,1051,1052],{},[43,1053,1055],{"href":1054},"\u002Fdocs\u002Fwhatsapp\u002Fagentic-knowledge","Pengetahuan",[22,1057,1058],{},[43,1059,1061],{"href":1060},"\u002Fdocs\u002Funified-inbox","Kotak Masuk WhatsApp",{"title":1063,"searchDepth":1064,"depth":1064,"links":1065},"",2,[1066,1067,1074,1078,1082,1083,1084],{"id":51,"depth":1064,"text":52},{"id":76,"depth":1064,"text":77,"children":1068},[1069,1071,1072,1073],{"id":149,"depth":1070,"text":106},3,{"id":287,"depth":1070,"text":113},{"id":484,"depth":1070,"text":119},{"id":519,"depth":1070,"text":124},{"id":536,"depth":1064,"text":537,"children":1075},[1076,1077],{"id":645,"depth":1070,"text":646},{"id":674,"depth":1070,"text":675},{"id":700,"depth":1064,"text":701,"children":1079},[1080,1081],{"id":724,"depth":1070,"text":725},{"id":762,"depth":1070,"text":763},{"id":827,"depth":1064,"text":828},{"id":931,"depth":1064,"text":932},{"id":1034,"depth":1064,"text":1035},"whatsapp",null,"Atur kapan agent berhenti membalas dan menyerahkan chat ke tim. Setujui atau tolak aksi agent di Kotak Masuk, lalu kembalikan chat ke Wulan.","md",{},6.4,"\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover",{"keywords":1093,"canonical":1091,"title":5,"description":1087},[1094,1095,1096,1097],"serah ke tim agentic","handover ai ke admin","persetujuan aksi ai","ambil alih chat dari ai",{"loc":1091,"images":1099,"lastmod":1101},[1100],{"loc":145},"2026-10-10","docs\u002Fwhatsapp\u002Fagentic-handover",[1104,1105,1106,1107,1108],"agentic","serah ke tim","handover","persetujuan","kotak masuk",true,"tPqwSNeVyhK134m5jd9oeG4pE3ZZi0sou3WDZ_HJw_c"]