Handle what it brings you
What a handover snapshot holds
The two-line summary that travels with a visitor when they tap through to WhatsApp, and where to read the rest of the chat.
Before you start
- The WhatsApp handoff is switched on for your bot How to check
About 4 minutes. You’ll do three things:
- what the summary contains
- where the same summary turns up
- how to get from a reference to the whole chat
A handover snapshot is a two-line summary of a conversation, taken at the moment a visitor tapped through to WhatsApp. One line says what they asked. One line says what your bot answered. It is what turns a WhatsApp message from an unknown number into a request you can act on.
What goes into it
The snapshot is built from the conversation, and it takes three things and no more:
- The last two things the visitor asked that carried any real information.
- The last answer your bot gave after those questions.
- The chat's reference, so you can find the conversation again.
Openers are skipped on purpose. Hi, hello, hey, thanks, thank you, ok, okay, yes and no are never counted as the question. A visitor who says hello and taps straight away arrives with no summary at all. Long questions are trimmed too. Each line stops at about 220 characters and the whole summary at about 480, ending in dots.
Where the same summary turns up
One summary, three places:
- In the WhatsApp message the visitor sends you, as long as you left the standard wording in place.
- On the snapshot page in your dashboard, in a box headed WhatsApp handoff context, with the whole transcript printed under it.
- In Chat review, where the same conversation is listed by the same reference.
Chat review does not print the summary itself. It lists conversations newest first, showing the reference, how many messages there were and when the last one landed. Click the row and you get the whole exchange, which is more than the summary ever carries.
Find the conversation from a WhatsApp message
In the WhatsApp message, copy the reference — the long run of letters and numbers after "Continuing my chat".
In the bot sidebar, under Bot setup, click Chat review.
Make sure you are on the bot that owns the number. Each bot has its own list.
Read down the Conversation column until you find that same reference.
Handovers are usually near the top, because the list is ordered by the most recent message.
Click the row.
The summary is worked out, not filed away
Nothing is saved at the moment of the tap. The message the visitor sends is worked out on their own phone as they tap, so it is fixed the second it is sent. The dashboard page works its summary out again every time you open it. Say the visitor carried on chatting to your bot after handing over. The page then shows their newer questions, while the WhatsApp message still shows the old ones.
Snapshots and leads are not the same thing
A snapshot says what was asked. A lead is contact details a visitor typed into the in-chat form. It lives in Leads with a name and an email you can act on. A handover produces a snapshot, never a lead. One conversation can do both: when it captured a lead as well, its row in Chat review carries a Lead badge and the conversation offers View in Leads.
| Handover snapshot | Lead | |
|---|---|---|
| What it holds | The last questions and the last answer | The contact details a visitor typed in |
| Where it lands | Your WhatsApp, and the snapshot page | The bot's Leads page |
| Contact details | None | Yes, that is the point of it |
| What starts it | The visitor taps the WhatsApp button | The visitor fills in the in-chat form |
If it didn’t work
The WhatsApp message arrived with no summary
- Check
- Look at what the visitor typed before they tapped. A chat that only contains hello, or nothing at all, has no question to summarise.
- Fix
- Nothing to fix in your settings. Ask them in WhatsApp what they need. Use the reference to open the conversation in Chat review if you want to read the little they did say.
- Resolved when
- Visitors who asked a real question first arrive with the Summary lines filled in.
I have the reference but cannot find the conversation
- Check
- Check you are on the right bot, then check how far down the list you have scrolled. The search box searches what was said in chats, not references, so pasting the reference into it finds nothing.
- Fix
- Open Chat review for the right bot and add
/session/and the reference to the end of the web address. That opens the conversation straight away, and there is an Open full conversation button on it. - Resolved when
- The page shows that reference at the top with the transcript below it.
The snapshot page says the page cannot be found
- Check
- Compare the reference in the address with the one in the WhatsApp message, character for character. A half-copied reference, or one from a different bot, gives you a page-not-found.
- Fix
- Copy the reference again from the WhatsApp message and paste it in whole. If it still fails, open Chat review and find the row by eye instead. Still stuck? Email hello@adoomi.ai with the reference.
- Resolved when
- The page opens with WhatsApp handoff context at the top.
The dashboard summary is not what the visitor sent me
- Check
- Read the transcript underneath. If there are messages after the handover, the visitor kept chatting to your bot once they had tapped.
- Fix
- Trust the transcript, not either summary. The WhatsApp message froze at the moment of the tap and the page has moved on since.
- Resolved when
- The summary on the page matches the last exchange in the transcript below it.
What this can’t do
- A snapshot holds no contact details. It says what was asked, never who asked.
- Only the last two questions are summarised — open the conversation for everything before that.
- A tap before the visitor said anything useful produces No useful visitor request was captured yet.
- Nothing in the dashboard links to the snapshot page today. You reach it by adding
/session/and the reference to your Chat review address. - The snapshot is worked out from the conversation's messages, so it lasts exactly as long as that conversation does.
- Conversations cannot be exported from the dashboard today. For a one-off export, email hello@adoomi.ai.