Handover (owner takeover)
Passing a conversation from the assistant to a person, who replies from their own phone.
When a customer asks for a person, complains, or asks something the assistant should not answer, the assistant alerts the owner on WhatsApp with two buttons: Reply myself and Leave to assistant. After Reply myself, the owner's messages go to the customer as the business.
Done, hand back returns the chat to the assistant with a short thank-you to the customer. If nobody replies within the promised time, the customer gets an apology and can book a call back.
Why it matters
Automation without a clean handover annoys customers. With it, the owner only touches the conversations that need judgement.
Related terms
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