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Human handoff

Wasel hands the chat to your team, with the context

Wasel, Tawasol’s AI support assistant, marks the chat «Needs attention» with a Conversation summary when a customer needs your team. Your team takes it from the Inbox.

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Marked Needs attentionWith a conversation summaryResume AI anytime
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Built and verified to help businesses connect with customers across Meta technologies.

Website chat · WhatsApp · Messenger · Instagram

Inbox
Wasel hands the chat to your team, with the context

How it works

From a question that needs your team to their reply, step by step

When a question needs your team, the chat goes to them with a summary, and they continue in the same chat.

    • The chat gets marked as needing follow-up.
    • The customer knows your team will follow up here.

A conversation summary: the request, Wasel’s reply and the result.

  1. 01Needs attention

    • The chat gets marked as needing follow-up.
    • The customer knows your team will follow up here.

  2. 02Conversation summary

    • The customer's request, Wasel’s reply and the outcome.
    • Your team gets the request without reading the whole chat.
    A conversation summary: the request, Wasel’s reply and the result.

  3. 03Your team replies

    • The reply reaches the customer in the same chat.
    • Once your team replies, AI replies pause.
    A team reply, with AI replies paused.

Example

Your customer asks for your team

CustomerWhatsApp

  1. I’d like to talk to someone about returning my order.

  2. Wasel

    I’ve passed your request to our team, and they’ll follow up right here in this chat.

FAQ

What you need to know before you start

How does Wasel hand a customer conversation to my team?

Wasel marks a conversation for team follow-up in Tawasol’s Inbox when the customer requests a person or the conversation needs human attention. Your team receives the conversation history and a summary, then continues in the same customer chat.

What information is included with a human handoff?

The Inbox shows the full chat and a conversation summary covering the customer’s request, the AI response and the result. This gives your team context before replying; it can review the original messages when more detail is needed.

Does Wasel keep sending automated replies after a handoff?

Normal automated replies are held while the conversation needs team attention, although Wasel may acknowledge the handoff. Once your team replies and AI is paused, automated replies stop in that conversation. Customer messages still arrive for the team to handle.

Can my team resume Wasel after finishing a conversation?

Your team can use Resume AI in the Inbox to enable AI replies to future customer messages in that conversation. Review the conversation and any updated business information before resuming, especially if the team has made a decision that affects later replies.

Does a human handoff create a separate support ticket?

Tawasol’s handoff workflow keeps the conversation in the shared Inbox and marks it for attention rather than opening a separate customer ticket. The customer stays in the same website chat, WhatsApp, Messenger or Instagram DM conversation.

Start in 3 steps

  1. Add your business info

    Your articles, files or website link.

  2. Add chat to your website

    Customers reach you right from your site.

  3. Connect your channels

    WhatsApp and Messenger when you're ready.

Start with Tawasol

Give every customer a reply like your team’s.

Connect your knowledge and channels on Tawasol. Wasel answers from what you approve, while your team stays close to every follow-up.

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Guided setup · Replies from your knowledge · Your team can take over at any time