How does the ArabyBot bot hand a conversation to a person?
The ArabyBot teamOfficial Meta partner · written from our own platform dataThe short answer
The agent hands a conversation to a person in three cases you set under “Fallback” in its settings: when the customer asks for a person, when it does not know the answer, and when a reply fails with an error. The conversation is then assigned in the “Unified inbox” to the teammate you chose, the bot goes quiet in it, and the owner and that teammate are notified.
The steps in the ArabyBot dashboard
- Open the agent’s settings
In the “AI Hub” press “Edit” on the agent’s card, go to the “Capabilities” step and scroll to the “Fallback” section.
- The customer asks for a person
Switch on “Customer asks for a person”, pick a teammate or “Account owner (default)” under “Assign the conversation to”, and optionally write the handover message the customer reads.
- When it does not know, or fails
Under “Unknown answer” and “On error” choose “Human agent” instead of “Silent” or “Message”, and pick who the conversation goes to.
- How long the bot stays quiet
Under “When a person replies” choose 5, 15 or 60 minutes, “Never comes back” to take the agent out of that conversation for good, or “Turn off” so it keeps replying.
- Working hours (optional)
Switch on “Working hours (shifts)” and pick days, hours and time zone; outside them the bot stays silent, and requests for a person are still assigned.
- Pick up the conversations
Assigned conversations appear under “Mine” in the “Unified inbox” with a bell notification. Team members are added under “Team manager” → “Team members”.
What you should know
- A request for a person is detected from the customer’s words in Egyptian Arabic, MSA and English without calling the AI, and the agent itself can hand over when it sees the need.
- The bot’s pause after a person replies works wherever your team replies: the ArabyBot dashboard, the ArabyBot app, Business Suite, the Messenger and Instagram apps, and the WhatsApp Business app on coexistence numbers. The default is 15 minutes.
- With “Control from WhatsApp”, the owner also gets a WhatsApp alert when a customer asks for a person, provided the owner messaged the bot from that number in the last 24 hours, a WhatsApp rule.
- The Playground does not carry out handoffs, so test it from a real conversation.
Related questions
Why did the bot start replying again after my teammate answered?
Because the quiet period ended; it is 15 minutes by default. Pick a longer one under “When a person replies”, or “Never comes back” to keep the agent out after the first human reply.
Who gets the conversation if I pick no one?
It stays with the account owner, the default choice, who gets the notification.
In more depth
Try the agent before you pay anything
The agent that will answer your customers is the one answering you now: ask it from the chat button here or on WhatsApp. Your account is free with no credit card, and the free trial on your own number or page is activated after you contact our team on customer-service WhatsApp.