[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"docs-en-\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover":3},{"id":4,"title":5,"body":6,"category":1082,"code_examples":1083,"demos":1083,"description":1084,"extension":1085,"meta":1086,"navigation":1083,"order":1087,"path":1088,"seo":1089,"sitemap":1095,"stem":1099,"tags":1100,"toc":1106,"videos":1083,"__hash__":1107},"docsEn\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover.md","Agentic Hand Over to Team and Approvals in the Inbox",{"type":7,"value":8,"toc":1059},"minimark",[9,14,18,35,48,53,74,78,81,141,148,152,155,282,288,291,294,317,322,325,337,353,360,363,367,385,389,433,441,445,459,463,475,484,487,492,509,512,515,526,529,533,536,550,553,638,642,645,662,668,672,675,689,694,698,701,716,719,723,751,754,757,761,800,806,821,825,925,929,1017,1029,1033],[10,11,13],"h1",{"id":12},"hand-over-to-team-and-approvals","Hand over to team and Approvals",[15,16,17],"p",{},"This page covers two subjects.",[19,20,21,29],"ul",{},[22,23,24,28],"li",{},[25,26,27],"strong",{},"Hand over to team",": the rules for when the agent stops replying and your team takes over the chat.",[22,30,31,34],{},[25,32,33],{},"Approvals",": the decision of your team in the Inbox on an agent action that changes data.",[15,36,37,38,41,42,47],{},"Both apply when ",[25,39,40],{},"Auto-reply"," is on. Read ",[43,44,46],"a",{"href":45},"\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic","Agentic",".",[49,50,52],"h2",{"id":51},"what-you-need","What you need",[19,54,55,66,71],{},[22,56,57,58,61,62,65],{},"The ",[25,59,60],{},"owner"," or ",[25,63,64],{},"admin"," role to set up Hand over to team.",[22,67,68,70],{},[25,69,40],{}," turned on.",[22,72,73],{},"A team member with Inbox access to decide an approval.",[49,75,77],{"id":76},"set-up-hand-over-to-team","Set up Hand over to team",[15,79,80],{},"Hand over to team is off until you turn it on.",[82,83,84,90,96,102,109,116,121,128,135],"ol",{},[22,85,86,87,47],{},"Open ",[25,88,89],{},"Wulan AI → Agent & model",[22,91,92,93,95],{},"Click the ",[25,94,27],{}," tab.",[22,97,98,99,47],{},"Turn on ",[25,100,101],{},"Handover is on",[22,103,104,105,108],{},"Choose the ",[25,106,107],{},"Triggers",". See the next section.",[22,110,111,112,115],{},"Set the ",[25,113,114],{},"Actions",": messages to the customer, a link, assignment, and notifications.",[22,117,111,118,47],{},[25,119,120],{},"Business hours",[22,122,123,124,127],{},"Set ",[25,125,126],{},"If the team has not replied",", if you want to.",[22,129,130,131,134],{},"Check the ",[25,132,133],{},"Preview"," at the side of the page.",[22,136,137,138,47],{},"Click ",[25,139,140],{},"Save",[15,142,143],{},[144,145],"img",{"alt":146,"src":147},"Hand over to team tab with triggers and preview","\u002Fimages\u002Fdocs\u002Fagentic-serah-pemicu.webp",[149,150,107],"h3",{"id":151},"triggers",[15,153,154],{},"One trigger is enough to hand over a chat.",[156,157,158,174],"table",{},[159,160,161],"thead",{},[162,163,164,168,171],"tr",{},[165,166,167],"th",{},"Trigger",[165,169,170],{},"When it happens",[165,172,173],{},"Default",[175,176,177,191,203,234,246,258,270],"tbody",{},[162,178,179,185,188],{},[180,181,182],"td",{},[25,183,184],{},"The customer asks for an admin",[180,186,187],{},"The customer writes, for example, \"I want to talk to a person\" or \"admin please\"",[180,189,190],{},"On",[162,192,193,198,201],{},[180,194,195],{},[25,196,197],{},"The AI finds no answer",[180,199,200],{},"The info is not in Knowledge, or Wulan is not sure",[180,202,190],{},[162,204,205,210,231],{},[180,206,207],{},[25,208,209],{},"Sensitive topics",[180,211,212,213,216,217,216,220,223,224,227,228],{},"The message is about ",[25,214,215],{},"Complaint",", ",[25,218,219],{},"Refund",[25,221,222],{},"Payment",", or ",[25,225,226],{},"Cancellation",". You can add your own topics with ",[25,229,230],{},"+ Your own topic",[180,232,233],{},"Off",[162,235,236,241,244],{},[180,237,238],{},[25,239,240],{},"The customer is upset or repeats the question",[180,242,243],{},"An angry tone, capital letters, or the same question twice",[180,245,233],{},[162,247,248,253,256],{},[180,249,250],{},[25,251,252],{},"The message has a keyword",[180,254,255],{},"The message has a keyword that you set. Upper and lower case do not matter",[180,257,233],{},[162,259,260,265,268],{},[180,261,262],{},[25,263,264],{},"More than N AI replies",[180,266,267],{},"The agent already sent more replies than the number you set in one chat",[180,269,233],{},[162,271,272,277,280],{},[180,273,274],{},[25,275,276],{},"The AI key has a problem",[180,278,279],{},"The OpenRouter key is not valid, the credit ran out, or the AI failed to answer",[180,281,190],{},[15,283,284,285,287],{},"For ",[25,286,209],{},", the agent hands the chat over without an answer.",[149,289,114],{"id":290},"actions",[15,292,293],{},"When a chat is handed over, Konektor runs these actions in this order.",[82,295,296,299,302,305,308,311,314],{},[22,297,298],{},"The agent stops replying in that chat.",[22,300,301],{},"Konektor sends a message to the customer.",[22,303,304],{},"Konektor adds a link, if you filled one in.",[22,306,307],{},"Konektor assigns the chat to a team member.",[22,309,310],{},"Konektor notifies the team.",[22,312,313],{},"Konektor sends a webhook.",[22,315,316],{},"The agent writes an internal note with the reason and the main problem. The note does not have a phone number.",[318,319,321],"h4",{"id":320},"send-a-transition-message","Send a transition message",[15,323,324],{},"Fill in two messages:",[19,326,327,332],{},[22,328,329],{},[25,330,331],{},"During business hours",[22,333,334],{},[25,335,336],{},"Outside business hours",[15,338,339,340,344,345,348,349,352],{},"Use ",[341,342,343],"code",{},"{nama_bisnis}"," for your business name and ",[341,346,347],{},"{jam_buka}"," for the next opening time. Click a chip in the ",[25,350,351],{},"Insert"," row to put it in the field that you typed in last. Konektor replaces both with the correct value.",[15,354,355,356,359],{},"Fill in ",[25,357,358],{},"Wait message for approval"," also. Konektor sends this message while the agent waits for your team to approve an action.",[15,361,362],{},"One message can have up to 500 characters.",[318,364,366],{"id":365},"send-a-link","Send a link",[15,368,369,370,372,373,376,377,380,381,384],{},"Turn on the ",[25,371,366],{}," switch, then fill in the ",[25,374,375],{},"Link text"," and the link address, or leave both empty. The address must start with ",[341,378,379],{},"https:\u002F\u002F",". A WhatsApp link (",[341,382,383],{},"wa.me",") is fine. Konektor adds the link on a new line in the message.",[318,386,388],{"id":387},"assign-to","Assign to",[156,390,391,401],{},[159,392,393],{},[162,394,395,398],{},[165,396,397],{},"Choice",[165,399,400],{},"Result",[175,402,403,413,423],{},[162,404,405,410],{},[180,406,407],{},[25,408,409],{},"Not assigned",[180,411,412],{},"The chat has no owner",[162,414,415,420],{},[180,416,417],{},[25,418,419],{},"One agent",[180,421,422],{},"The chat goes to one member",[162,424,425,430],{},[180,426,427],{},[25,428,429],{},"Round robin",[180,431,432],{},"The chat goes to the members that you pick, in turn",[15,434,284,435,437,438,440],{},[25,436,419],{}," and ",[25,439,429],{},", pick at least one member. You can pick up to 20 members.",[318,442,444],{"id":443},"notify-the-team-and-webhook","Notify the team and webhook",[19,446,447,453],{},[22,448,449,452],{},[25,450,451],{},"Notify the team"," sends a notification to the assigned member. If nobody is assigned, it goes to every Inbox member. It also sends the reminder again.",[22,454,455,458],{},[25,456,457],{},"Send a webhook"," sends an event to the webhooks that subscribe to \"Conversation Handed To Team\".",[318,460,462],{"id":461},"call-a-tool-or-mcp","Call a tool or MCP",[15,464,369,465,467,468,61,471,474],{},[25,466,462],{}," switch, then pick one tool from the ",[25,469,470],{},"Tools (API)",[25,472,473],{},"MCP"," tab. Wulan calls that tool before it hands the chat over, for example to open a ticket. A tool that changes data still waits for approval.",[15,476,477,478,61,481,95],{},"If the list is empty, first add a tool in the ",[43,479,470],{"href":480},"\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-tools",[43,482,473],{"href":483},"\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-mcp",[149,485,120],{"id":486},"business-hours",[15,488,489,490,47],{},"Business hours decide which message is sent, and fill in ",[341,491,347],{},[82,493,494,500,503],{},[22,495,496,497,47],{},"Turn on the switch for each working day. A day that is off shows ",[25,498,499],{},"Closed",[22,501,502],{},"Fill in the opening time and the closing time for each day. The closing time must be after the opening time.",[22,504,137,505,508],{},[25,506,507],{},"Copy Monday to all days"," to copy the hours of Monday to all days. This button works when Monday is on.",[15,510,511],{},"Business hours use the time zone of the workspace. If no day is on, the team counts as always open.",[149,513,126],{"id":514},"if-the-team-has-not-replied",[15,516,517,518,521,522,525],{},"Choose a wait time: ",[25,519,520],{},"None",", or between 5 minutes and 12 hours. If the team has not replied after that time, Konektor sends the ",[25,523,524],{},"Reminder message to the customer"," one time and notifies the team again.",[15,527,528],{},"This rule applies only during business hours.",[49,530,532],{"id":531},"the-inbox-after-a-handover","The Inbox after a handover",[15,534,535],{},"When the agent hands a chat over:",[19,537,538,545,547],{},[22,539,540,541,544],{},"The chat shows the ",[25,542,543],{},"Handled by the team"," banner with the reason.",[22,546,298],{},[22,548,549],{},"Your team members reply to the customer as usual.",[15,551,552],{},"The reasons that show in the banner:",[156,554,555,565],{},[159,556,557],{},[162,558,559,562],{},[165,560,561],{},"Reason",[165,563,564],{},"Meaning",[175,566,567,575,583,591,599,607,615,622,630],{},[162,568,569,572],{},[180,570,571],{},"The customer asked to talk to the team",[180,573,574],{},"The customer request trigger",[162,576,577,580],{},[180,578,579],{},"Wulan could not find the answer",[180,581,582],{},"The info is not in Knowledge",[162,584,585,588],{},[180,586,587],{},"Sensitive topic",[180,589,590],{},"The message has a sensitive topic",[162,592,593,596],{},[180,594,595],{},"The customer seems upset",[180,597,598],{},"The upset customer trigger",[162,600,601,604],{},[180,602,603],{},"The message has a keyword you chose",[180,605,606],{},"The keyword trigger",[162,608,609,612],{},[180,610,611],{},"Wulan reached its reply limit",[180,613,614],{},"The reply count trigger",[162,616,617,620],{},[180,618,619],{},"Wulan could not reply",[180,621,276],{},[162,623,624,627],{},[180,625,626],{},"The action was not decided in time",[180,628,629],{},"The team did not decide an approval within 30 minutes",[162,631,632,635],{},[180,633,634],{},"Wulan asked for help from the team",[180,636,637],{},"Any other reason",[149,639,641],{"id":640},"hand-the-chat-back-to-wulan","Hand the chat back to Wulan",[15,643,644],{},"Wulan does not become active again by itself. Wulan replies again only after a team member presses the button.",[82,646,647,652],{},[22,648,649,650,47],{},"Open the chat that shows ",[25,651,543],{},[22,653,137,654,657,658,661],{},[25,655,656],{},"Hand over to Wulan",". The button is in the banner and in the ",[25,659,660],{},"Handling"," panel.",[15,663,664,665,667],{},"The button shows only when ",[25,666,40],{}," is on.",[149,669,671],{"id":670},"take-over-a-chat-from-wulan","Take over a chat from Wulan",[15,673,674],{},"You can also take over a chat that Wulan still answers.",[82,676,677,680],{},[22,678,679],{},"Open that chat.",[22,681,682,683,685,686,47],{},"In the ",[25,684,660],{}," panel, click ",[25,687,688],{},"Take over",[15,690,691,692,47],{},"Wulan stops replying in that chat until you press ",[25,693,656],{},[49,695,697],{"id":696},"approval-in-the-inbox","Approval in the Inbox",[15,699,700],{},"When auto-reply is on, two kinds of tool wait for approval from your team:",[19,702,703,710],{},[22,704,705,706,709],{},"A tool (API) with the ",[25,707,708],{},"POST"," method.",[22,711,712,713,47],{},"An MCP tool that you mark ",[25,714,715],{},"Needs approval",[15,717,718],{},"A tool that only reads data runs without approval.",[149,720,722],{"id":721},"decide-an-approval","Decide an approval",[82,724,725,728,731,738,741],{},[22,726,727],{},"The agent stops in that chat and sends a wait message to the customer.",[22,729,730],{},"The team receives a notification.",[22,732,733,734,737],{},"Open the chat. The card ",[25,735,736],{},"Wulan wants to run {action name}"," shows under the messages.",[22,739,740],{},"Read the details of the action on the card.",[22,742,137,743,746,747,750],{},[25,744,745],{},"Approve"," to run the action, or ",[25,748,749],{},"Reject"," to cancel it.",[15,752,753],{},"The card shows the time left, for example \"24 minutes left\". If the agent wants to run several actions together, the card shows \"Wulan wants to run {number} actions\" and all the details.",[15,755,756],{},"Owners, admins, and staff with Inbox access can decide. A team member can decide one action only one time.",[149,758,760],{"id":759},"after-the-decision","After the decision",[156,762,763,772],{},[159,764,765],{},[162,766,767,770],{},[165,768,769],{},"Decision",[165,771,400],{},[175,773,774,783,792],{},[162,775,776,780],{},[180,777,778],{},[25,779,745],{},[180,781,782],{},"The action runs, then the agent replies to the customer",[162,784,785,789],{},[180,786,787],{},[25,788,749],{},[180,790,791],{},"The action does not run, then the agent replies without it",[162,793,794,797],{},[180,795,796],{},"Not decided within 30 minutes",[180,798,799],{},"The action expires and does not run",[15,801,802,803,805],{},"If the action expires and the trigger ",[25,804,276],{}," is on, the agent hands the chat to your team with the reason \"The action was not decided in time\".",[15,807,57,808,811,812,216,815,223,818,47],{},[25,809,810],{},"Activity"," tab records each action with the status ",[25,813,814],{},"Waiting for approval",[25,816,817],{},"Passed",[25,819,820],{},"Rejected",[49,822,824],{"id":823},"common-problems","Common problems",[156,826,827,837],{},[159,828,829],{},[162,830,831,834],{},[165,832,833],{},"Problem",[165,835,836],{},"Cause and fix",[175,838,839,847,857,865,876,884,894,902,917],{},[162,840,841,844],{},[180,842,843],{},"Check the fields in red before you save.",[180,845,846],{},"A field is not correct. Fix the fields in red.",[162,848,849,852],{},[180,850,851],{},"Pick at least one member.",[180,853,854,855,47],{},"Pick a member for the assignment, or choose ",[25,856,409],{},[162,858,859,862],{},[180,860,861],{},"The chosen member is no longer in the workspace.",[180,863,864],{},"Pick another member.",[162,866,867,870],{},[180,868,869],{},"The chosen handover tool is no longer available.",[180,871,872,873,875],{},"Pick another tool, or turn off the ",[25,874,462],{}," switch.",[162,877,878,881],{},[180,879,880],{},"Fill in the link text and the address, or leave both empty.",[180,882,883],{},"Fill in both, or clear one of them.",[162,885,886,889],{},[180,887,888],{},"The link address must start with https:\u002F\u002F.",[180,890,891,892,47],{},"Write the address with ",[341,893,379],{},[162,895,896,899],{},[180,897,898],{},"The closing time must be after the opening time.",[180,900,901],{},"Fix the hours on the marked day.",[162,903,904,909],{},[180,905,57,906,908],{},[25,907,656],{}," button does not show.",[180,910,98,911,913,914,95],{},[25,912,40],{}," in the ",[25,915,916],{},"Overview",[162,918,919,922],{},[180,920,921],{},"The approval card does not show.",[180,923,924],{},"The action may be decided or expired. Reload the chat.",[49,926,928],{"id":927},"limits","Limits",[156,930,931,941],{},[159,932,933],{},[162,934,935,938],{},[165,936,937],{},"Limit",[165,939,940],{},"Value",[175,942,943,951,959,967,975,983,994,1001,1009],{},[162,944,945,948],{},[180,946,947],{},"Keywords",[180,949,950],{},"20",[162,952,953,956],{},[180,954,955],{},"Characters in a keyword",[180,957,958],{},"40",[162,960,961,964],{},[180,962,963],{},"Your own sensitive topics",[180,965,966],{},"5",[162,968,969,972],{},[180,970,971],{},"Characters in your own topic",[180,973,974],{},"60",[162,976,977,980],{},[180,978,979],{},"Characters in a message to the customer",[180,981,982],{},"500",[162,984,985,991],{},[180,986,987,988,990],{},"AI replies before a handover (",[25,989,264],{},")",[180,992,993],{},"1 to 50",[162,995,996,999],{},[180,997,998],{},"Members for assignment",[180,1000,950],{},[162,1002,1003,1006],{},[180,1004,1005],{},"Wait time for a team reply",[180,1007,1008],{},"5 minutes to 12 hours",[162,1010,1011,1014],{},[180,1012,1013],{},"Time to decide an approval",[180,1015,1016],{},"30 minutes",[1018,1019,1021],"tip",{"title":1020},"Full example",[15,1022,1023,1024,1028],{},"See the ",[43,1025,1027],{"href":1026},"\u002Fen\u002Fskenario\u002Ftravel-umroh","umrah travel scenario",": from a Click-to-WhatsApp ad to a deposit sent to Meta, with templates and a video.",[49,1030,1032],{"id":1031},"see-also","See also",[19,1034,1035,1039,1043,1047,1053],{},[22,1036,1037],{},[43,1038,46],{"href":45},[22,1040,1041],{},[43,1042,470],{"href":480},[22,1044,1045],{},[43,1046,473],{"href":483},[22,1048,1049],{},[43,1050,1052],{"href":1051},"\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-knowledge","Knowledge",[22,1054,1055],{},[43,1056,1058],{"href":1057},"\u002Fen\u002Fdocs\u002Funified-inbox","WhatsApp Inbox",{"title":1060,"searchDepth":1061,"depth":1061,"links":1062},"",2,[1063,1064,1071,1075,1079,1080,1081],{"id":51,"depth":1061,"text":52},{"id":76,"depth":1061,"text":77,"children":1065},[1066,1068,1069,1070],{"id":151,"depth":1067,"text":107},3,{"id":290,"depth":1067,"text":114},{"id":486,"depth":1067,"text":120},{"id":514,"depth":1067,"text":126},{"id":531,"depth":1061,"text":532,"children":1072},[1073,1074],{"id":640,"depth":1067,"text":641},{"id":670,"depth":1067,"text":671},{"id":696,"depth":1061,"text":697,"children":1076},[1077,1078],{"id":721,"depth":1067,"text":722},{"id":759,"depth":1067,"text":760},{"id":823,"depth":1061,"text":824},{"id":927,"depth":1061,"text":928},{"id":1031,"depth":1061,"text":1032},"whatsapp",null,"Set when the agent stops replying and hands the chat to your team. Approve or reject agent actions in the Inbox, then hand the chat back to Wulan.","md",{},6.4,"\u002Fen\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover",{"keywords":1090,"canonical":1088,"title":5,"description":1084},[1091,1092,1093,1094],"agentic handover","ai handover to admin","approve ai actions","take over chat from ai",{"loc":1088,"images":1096,"lastmod":1098},[1097],{"loc":147},"2026-10-10","en\u002Fdocs\u002Fwhatsapp\u002Fagentic-handover",[1101,1102,1103,1104,1105],"agentic","hand over to team","handover","approval","inbox",true,"iSDSO-lQHYmzueaWYjFaGyJHEM1oW9uH6Su9VlSkODI"]