Handoff and the inbox
The agent answers most questions on its own. When it is not sure, or when a decision belongs to you, it stops and hands the conversation to a person. This page explains when that happens and what you do next.
When the agent hands over
The agent hands a chat to you when:
- The customer asks for a person.
- A return needs approving. The agent takes the request and the details, but only you can approve or reject it.
- It cannot back up a number. Every price, stock number or delivery time in a reply must match your products or policies in that same reply. If it cannot, the reply is stopped, the agent tries once more, and then hands over.
- It has asked three clarifying questions and still does not know what the customer wants.
- It is not confident about the answer.
- The customer has a complaint or a payment problem.
- The request is outside your shop's scope, or something it needs to look up is not working.
The customer is told a person will reply. The agent does not go quiet on them.
The inbox
Open Inbox in Resandhi. It has four tabs:
- Needs you: conversations the agent has handed over. Start here.
- Yours: the ones you have taken.
- Open: every conversation still going.
- All: everything, including finished ones.
Each handed-over conversation shows a card at the top: why it was handed over, and a short summary the agent wrote for you, so you do not have to read the whole chat to catch up. The full conversation is below it.
Taking over
- Open the conversation.
- Click Take over. The agent stops replying to this customer.
- Reply from the box at the bottom. The customer gets your reply on WhatsApp, from your shop's number.
- When you are done, either:
- click Give back to the agent, if the customer may have more questions it can answer, or
- click Mark resolved, if the conversation is finished.
You can also assign a conversation to someone on your team, so everyone knows who is handling it.
You can also simply reply from the WhatsApp Business app on your phone. When you do, the agent steps back from that conversation and lets you handle it.
Assisted mode
When you first go live, the agent starts in assisted mode. Its first conversations are reviewed before replies go out. This lets you see how it talks to your customers, and catch anything you would like to change in your products or policies, before it answers on its own.
Pausing the agent
If you need to stop the agent altogether, for a busy sale or a day off, you can pause it from your settings or with the pause owner command. Resume it the same way.
Guardrails, in short
These rules are written in code, not in the AI's instructions, so they hold every time:
- A price, stock number or delivery time must come from your own data in the same reply.
- No approving returns, inventing discounts, or changing an amount or address without the customer confirming.
- At most three clarifying questions, then a person takes over.
- Questions that are not about your shop are politely steered back to it.