Control how it answers

When the bot hands over to you

Q: A visitor asked for a human and nothing happened

Open Bot behaviour → Handover & escalation and look at WhatsApp tap-to-chat. If Show WhatsApp handoff is unticked, or WhatsApp number is empty, the trigger has nowhere to send anybody. Tick Show WhatsApp handoff and type your number with its country code. Click Save, then reload your site. A WhatsApp button sits at the bottom of the chat window, and a second one appears under the reply when you ask for a person.

Q: My own phrases never escalate anything

Read your phrases back on the Handover & escalation tab and compare them with what a customer would type. They are matched as plain text, so a typo or an unusual word catches nothing. Shorten each entry to the few common words that carry the request, such as speak to a manager or call me. A phrase under two characters blocks the save and the page tells you the minimum. Sending that exact wording to your bot produces a reply about a person, with the WhatsApp button underneath it.

Q: The built-in phrases have stopped working

Look at the block below your own list. If it reads Default triggers (replaced), your phrases have taken over from the five groups. Click Remove beside each phrase you added until the list is empty, then click Save. Keep the ones you want and the swap stays in place, so decide which list you would rather run. The heading reads Default triggers (in effect) again and the five groups fire as before.

Q: I am not getting an email when someone asks for a person

Open Notifications and read the row Bot escalates a chat to a human. It is switched off until you tick it. Tick the box in the Email column. If it was ticked already, remember the email waits for the visitor to tap the button, and only one goes out per conversation per hour. If it still never arrives, email hello@adoomi.ai with your bot's name. The next tap sends an alert to your account email with your bot's name in the subject line.

Your bot spots a visitor who wants a person, says so in its reply, and shows a WhatsApp button that reaches you.

Before you start

Your bot's Status is set to active How to check
A WhatsApp number you are happy for visitors to message
Your bot is on your website, so you can test what a visitor sees How to check

About 6 minutes. You’ll do three things:

read the phrases that already escalate
switch the WhatsApp button on
ask for a human and watch it fire

Handover is the moment your bot stops trying to answer and points the visitor at a person. It reads every visitor message. When someone asks to speak to a human, or to be called back, the bot says so in its reply. It also shows a WhatsApp button that opens a chat with your number.

Nothing is transferred. The bot does not ring anyone, join you into the chat, or put the visitor in a queue. It answers, then hands them a way to reach you. Everything after that happens in WhatsApp, on your phone.

Five things a visitor can say to escalate

You do not have to set any of this up. Five groups of phrases escalate out of the box, and the page that configures handover lists all five so you can read exactly what fires.

The built-in triggers, and the group each one belongs to
What the visitor says	Group
Visitor asks to speak to a human, agent, advisor, or pharmacist	Human request
Visitor asks for "real" or "live" support	Human request
Visitor mentions customer service or support team	Human request
Visitor asks to be called or phoned back	Callback
Visitor uses the words "callback" or "call back"	Callback

That table is on the page itself. Open Bot behaviour, then the Handover & escalation tab, and it sits under the heading Default triggers (in effect).

Your own phrases replace the five, they do not join them

You can add phrases of your own for the words your customers actually use. Do that and the five groups above stop working, because the bot matches your list instead of theirs. This is the one thing on the page that surprises people, so read the warning before you click Add phrase.

Add your own escalation phrases

In the bot sidebar, under Bot setup, click Bot behaviour.
Open the Handover & escalation tab.
Under When should the bot escalate?, click Add phrase.
Before you add anything the list is empty and the page says so: No custom phrases yet — the default list (below) is in effect.
Type the wording you want to catch, such as speak to a manager.
Capitals do not matter, and the phrase is looked for anywhere inside the message, so "Can I speak to a manager please?" matches.
Click Save.
Saved. Changes are live for new conversations. appears beside the button.

Nothing reaches the visitor until WhatsApp is on

The trigger on its own is invisible. With Show WhatsApp handoff unticked, or the number box empty, the bot simply answers the question and no button appears. Switching WhatsApp on is what gives the handover somewhere to go, and it is the same tab you are already on.

Switch the WhatsApp button on

Still on Handover & escalation, scroll down to WhatsApp tap-to-chat.
Tick Show WhatsApp handoff.
Type your number into WhatsApp number, starting with the country code.
It wants the international form, like +447700900123. Anything else shows Use E.164 format (e.g. +447700900123). and will not save.
Click Save.
The button is decided on each reply, so the next question already carries it.

What the visitor sees

When a trigger fires, the reply and the button arrive together:

The bot acknowledges the request in its own words, and it is told never to read your number out.
A button appears under that reply, reading Continue on WhatsApp unless you renamed it.
On a phone, tapping it opens WhatsApp with a message already written.
On a computer, a QR code appears to scan with their phone, beside a button that opens WhatsApp Web.
The chat window stays open, so the visitor can carry on asking your bot at the same time.

How you find out it happened

Two things can reach you. The visitor's WhatsApp message lands on your phone with a reference and a short summary of what they asked. An email alert can land too, but that one is off until you turn it on.

Turn the handover email on

In the workspace sidebar, click Notifications.
Find the row Bot escalates a chat to a human.
Tick the box in the Email column.
It saves on the spot and shows Saved. The alert goes to your account email address.

If it didn’t work

A visitor asked for a human and nothing happened

Check: Open Bot behaviour → Handover & escalation and look at WhatsApp tap-to-chat. If Show WhatsApp handoff is unticked, or WhatsApp number is empty, the trigger has nowhere to send anybody.
Fix: Tick Show WhatsApp handoff and type your number with its country code. Click Save, then reload your site.
Resolved when: A WhatsApp button sits at the bottom of the chat window, and a second one appears under the reply when you ask for a person.

My own phrases never escalate anything

Check: Read your phrases back on the Handover & escalation tab and compare them with what a customer would type. They are matched as plain text, so a typo or an unusual word catches nothing.
Fix: Shorten each entry to the few common words that carry the request, such as speak to a manager or call me. A phrase under two characters blocks the save and the page tells you the minimum.
Resolved when: Sending that exact wording to your bot produces a reply about a person, with the WhatsApp button underneath it.

The built-in phrases have stopped working

Check: Look at the block below your own list. If it reads Default triggers (replaced), your phrases have taken over from the five groups.
Fix: Click Remove beside each phrase you added until the list is empty, then click Save. Keep the ones you want and the swap stays in place, so decide which list you would rather run.
Resolved when: The heading reads Default triggers (in effect) again and the five groups fire as before.

I am not getting an email when someone asks for a person

Check: Open Notifications and read the row Bot escalates a chat to a human. It is switched off until you tick it.
Fix: Tick the box in the Email column. If it was ticked already, remember the email waits for the visitor to tap the button, and only one goes out per conversation per hour. If it still never arrives, email hello@adoomi.ai with your bot's name.
Resolved when: The next tap sends an alert to your account email with your bot's name in the subject line.

The WhatsApp button shows to everyone, not just people who ask

Check: That is how it works today. The button sits at the bottom of the chat window for every visitor from the moment WhatsApp is switched on.
Fix: Treat it as a contact button that is always available, which is what most owners want. If you would rather nobody saw it, untick Show WhatsApp handoff and click Save — the bot then answers as normal and offers nobody.
Resolved when: Either you are happy for every visitor to see it, or it is gone from the chat window within about a minute.

What this can’t do

WhatsApp is the only handover channel today. There is no live takeover inside the chat window and no transfer to a phone line.
Handover does nothing while Show WhatsApp handoff is off. The bot answers the question and no button appears.
Your own phrases replace the built-in five. They cannot be added alongside them.
Phrases are matched as plain text. Wildcards and patterns do nothing.
You can save 50 phrases at most, each between 2 and 120 characters.
The launcher's Hand over to a human switch is not wired to this check yet. Turning it off does not stop the bot escalating — unticking Show WhatsApp handoff does.

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