When a conversation needs a person, Adoomi offers to continue it on the WhatsApp number your team already answers. The original question and every detail already captured travel across, so the customer never repeats themselves and your team never opens a blank chat.
Handoff is offered when the assistant's confidence is low, when the topic is sensitive, when the customer simply asks for a person, or when your own handoff rules say so. You set those rules before go-live, so the point at which a conversation leaves the chat window is a decision you made rather than a default nobody chose.
The customer is offered the number your team answers, and taps through only if they want to. Nothing moves a conversation into WhatsApp from your side, and a customer who would rather be emailed or rung back stays on the route they picked.
The original question travels, and so does everything already captured — contact details, what the customer needs, the context around it. Nobody re-explains: the customer does not retell the story to a second person, and your team does not open a blank chat and start guessing what it is about.
Once the conversation is in WhatsApp it is your WhatsApp. Your people reply in their own words, and photos land in the same thread — the boiler, the consumer unit, the part that turned up damaged — which is often the thing that settles an enquiry a chat window never could. The conversation belongs to your business.
This is the real prerequisite and it is worth being blunt about: an unwatched number is voicemail with a green logo. Use the number someone genuinely monitors, not one that was set up once and has not been opened since.
Point Adoomi at your site, FAQs and approved content so the assistant answers from your own material first. Handoff only lands in the right place if the assistant knows what your content covers and where it stops, and that comes from this step.
Nothing routes anywhere until you give it a destination. Set the WhatsApp number a customer should reach when they choose to carry on with a person, alongside the handoff rules that decide when the offer appears at all.
Read how the assistant offers WhatsApp before any customer does — the sentence it uses and the point in a conversation where it appears — and change anything you would not say yourself. Then add one line to your website. Connecting the site, reviewing and adding that line takes ~10 min in total.
Supplies the details that travel: contact details, what the customer needs and the context around it, gathered before the conversation changes channel. Limit: only what the visitor chose to share travels, so a partial enquiry arrives partial and nothing is looked up or filled in on their behalf.
Tells your team a handoff happened, at the address you set, which is the backstop for the hours nobody is watching WhatsApp. Limit: the two run separately — an alert does not move anyone into WhatsApp, and replying to that email does not reach the customer.
Decides when the offer appears: low confidence, a sensitive topic, a customer asking for a person, or the rules you set. Limit: those guardrails end where the human conversation begins, so nothing bounds what your team writes once they are the ones typing.
Where the conversation starts — the chat window answers 24/7 from your approved content, and WhatsApp is the exit when an answer is not enough. Limit: the handoff runs one way, so someone who messages your WhatsApp number cold is answered by your team, because the assistant does not answer inside WhatsApp.
CustomerOur fuse box keeps tripping whenever the electric shower is on. What would it cost to put right?
AdoomiTripping when the shower runs is a job we cover, and our site puts the cause with the circuit or the consumer unit more often than the shower itself. The price comes from an electrician looking at the board, so I cannot quote one here. A photo of the fuse box is what gets you an answer fastest — easier to send on WhatsApp than in this window. Can I take your name?
CustomerMarta Kowalczyk. It's a rented flat, and the tenant is there tomorrow morning if someone needs to see it.
AdoomiThanks Marta. Here is our team on WhatsApp: [your WhatsApp number]. Your question and what you have told me are already with them, so open with the photo rather than the story. They will take it from there, not me.
Your teamIn the team's own WhatsApp: Marta Kowalczyk, fuse box tripping when the electric shower runs, rented flat, tenant on site tomorrow morning, asked from the pricing page. Photos of the consumer unit follow, and an electrician replies in the same thread with what it looks like and what a visit would cost.
The assistant answered what the website covered, declined the price because a person has to see the board, captured the details — and then stopped. Everything after the handoff, the photos, the diagnosis and the figure, came from the electrician in the business's own WhatsApp. That is the whole design: the channel changed so a photo could be sent, and a human took the question from there.
The assistant does not answer inside WhatsApp. There is no auto-reply, no bot in the thread and no assistant drafting on your behalf once the conversation moves — your team writes every message on that side. What this feature does is get the customer and the context there.
Adoomi sends no outbound messages, no marketing, no broadcasts and no re-engagement sequence. The customer chooses to continue on WhatsApp, from a conversation they opened themselves in your chat window. You cannot move a chat into WhatsApp from your side either.
The handoff needs a number someone genuinely monitors. Nothing chases a silent team, nothing escalates a message that goes unanswered, and there is no delivery check. Email alerts and the enquiry sitting in your dashboard are the backstop, not a substitute for a number someone reads.
Everything the assistant may say was reviewed by you before go-live and drawn only from approved content. None of that governs WhatsApp. Once your people are typing, prices, promises and advice are theirs — which is the point, and worth knowing if you rely on the assistant's boundaries.
A handoff moves who is answering, not what is known. The customer still waits for a person, and at midnight they wait until morning. What they get instead of a guess is an honest explanation and a thread where nothing has to be repeated.
The assistant meets customers in their own language (see multilingual setup); your WhatsApp thread has no such help. And what travels is only what the visitor chose to share — once the conversation is in WhatsApp, the thread lives on your phone, not in Adoomi.
WhatsApp handoff is a destination, not automation. The assistant does not answer inside WhatsApp — your team does, in your own WhatsApp, and the thread belongs to your business. Adoomi's part ends the moment the customer taps through with their question and details already carried across.
The original question travels, and so does every detail already captured: contact details, what the customer needs and the context around it. Nobody re-explains. Only what the visitor chose to share travels, so a partial enquiry arrives partial and nothing is added on their behalf.
Handoff is offered when the assistant's confidence is low, when the topic is sensitive, when the customer asks for a person, or when your own handoff rules say so. You set those rules and review the wording before go-live, and the customer still chooses whether to take it.
Adoomi sends no outbound or marketing messages at all. There are no broadcasts and no follow-up sequences: the customer chooses to continue on WhatsApp, from a conversation they opened in your chat window. Whatever they hear next comes from one of your people.
An unwatched number is voicemail with a green logo. Nothing chases a silent team and no escalation fires, so the handoff needs a number someone genuinely monitors. Email alerts can tell the team it happened, and the enquiry stays in your dashboard either way.
WhatsApp handoff is part of the chat assistant, with part of the plans. Plans run Free at £0 for 50 message credits a month, Local £8 for 200, Growth £20 for 500 and Scale £75 for 4,000.
Adoomi starts with your public business knowledge and routes the moments that need a person to your team.