Palby AI Agent

AI to human hand-over

Hand over the chats a person should take, with the reason.

The agent answers the first messages. When a chat needs you, your team hears on WhatsApp or in Lark, with the whole story.

Book a walkthrough See it answer

30 minutes. You choose the day and the time.

A car dealer's number

  1. Can I get 5% off if I put the deposit down today?

    Marcus, 8:52pm

  2. Let me check that with the team, Marcus.

    The agent, 8:52pmHanded over: discount request

  3. The agent handed a conversation to you. Who: Marcus. They said: 5% off with a deposit today? Why: discount request

    Your Lark group, 8:53pmCard in your team's group

  4. Hi Marcus, I can do that if you come in tomorrow to sign.

    Jess, sales, 9:05pmYou replied, so the agent stepped back
After 50 replies
it hands over anyway, unless you change it
4 lines
who, their number, what they said, why
1 reminder
a day later, if nobody answers
3 places
WhatsApp, Lark and a phone push

When it steps aside

How one hand-over keeps the chat moving

A customer wants a discount, is unhappy, or is ready to pay. A bot that keeps answering loses them, and one that hands over without saying why makes you scroll the whole chat.

When
01Say which chats always go to a person.
The card
02Pick up the chat knowing what was already said.
Where
03Hand-overs reach WhatsApp, Lark and your phone.
Nobody answered
04Hand-overs that don't sit unanswered.
You reply
05Type a reply, and the agent steps back.
Done
06Done? Hand the chat back to the agent.

01When

Say which chats always go to a person.

List the topics that should always reach a person: complaints, discounts, anyone ready to pay. Tell it to hand over at once when someone asks for a human. And when it isn't sure of an answer, it says nothing and hands over.

  • Unsure means hand over, unless you change it
  • After 50 replies it hands over anyway, to start
  • Or let it ask your team and keep the chat
WhatsApp - Mei Ling Tan
Mei Ling TanAgent

Yes, the $280 covers two cleaners and all the supplies. Anything else you'd like to know?

Agent

02The card

Pick up the chat knowing what was already said.

Every hand-over says who it is, their number, what they said last and why the agent stopped. Write your own wording if you like. Then open the chat and read the rest.

  • Who, their number, what they said, why
  • Your own wording, or ours
  • A button that opens the chat
Hand-over - Marcus
  1. Your wordingSales team, a customer needs you.
    Your own wording

03Where

Hand-overs reach WhatsApp, Lark and your phone.

You're with a customer when a hand-over comes in. It goes to your WhatsApp alert number, your team's Lark group, or both. The person the chat is assigned to also gets an alert in the app, which can go on to Telegram, and a push on their phone.

  • Lark, WhatsApp or both
  • A push on the phone of whoever it's assigned to
More on Lark
Hand-over - Marcus
  1. The agent, 8:52pmHanded Marcus over: discount request

04Nobody answered

Hand-overs that don't sit unanswered.

If nobody replies in the chat by the next day, the hand-over goes out once more, to everyone. A reminder due between 9pm and 9am waits for 9am. One reminder, and that's it.

  • One reminder, a day later
  • A reminder due at night waits for 9am
Hand-over - Marcus
  1. Handed over, Tue 10:15pmMarcus: Can I get 5% off with a deposit today?
    Card sent to the team

05You reply

Type a reply, and the agent steps back.

You spot a chat you'd rather answer yourself. Answer it, and the agent stops answering that chat. There's no setting to find. It's your chat until you give it back.

  • Your reply takes the chat
  • The agent won't answer it again until you hand it back
  • Every message stays in the inbox
Chat, Siti Aminah

Can the team come on Saturday instead?

Hi Siti, just checking you got the quote I sent?

Workflow message, sends in 0:30

06Done

Done? Hand the chat back to the agent.

Sorted the discount? Tap Back to the agent on the hand-over and say yes once. The agent picks the chat up from there.

  • Back to the agent, from the hand-over
  • Asked once, so a stray tap can't do it
  • If a customer waits three days on a person, the agent can step back in
Hand-over - Marcus
  1. Jess, sales, 9:05pmHi Marcus, I can do that if you come in tomorrow to sign.
    Discount sorted

And the rest

And the small things around every hand-over

In turnShare chats out in turn, or to whoever has the fewest open.
Handed to meEach person sees the chats handed to them.
Needs youA filter for chats waiting on a person.
Reply clockEach waiting chat shows how long it has waited.
A note on whyThe agent can leave a note on why it handed over.
Unhappy reviewsWhen it asks for a Google review, unhappy customers come to you instead.

Goes well with

Let the agent reply first, and hand you the rest.

Start with the three kinds of chat that should always reach you.

Book a walkthrough

30 minutes. You choose the day and the time.

Before the agent answers

Can a customer always reach a real person?