Customer asks for a person
If someone wants a human, the agent should stop improvising and route the thread to staff with context intact.
- Explicit human request
- Full transcript preserved
- Dashboard takeover
Answer
When should AI hand a WhatsApp chat to a human?
Ordr keeps operators one tap away: escalate on request, on low confidence, or on sensitive topics — while the full transcript stays in one inbox.
Commerce exceptions
Complaints, custom quotes, payment disputes, and edge-case modifiers are better with a person — automation should not trap the customer in a loop.
- Complaint paths
- Payment issues
- Unusual requests
Staff stay in control
Your team can watch live conversations, intervene, and keep AI quiet on that thread once a human is in the conversation.
- Live inbox
- Permission-aware actions
- No silent AI override of staff
FAQ
Can customers always reach a human?
Yes. Human handoff is part of the product design — AI is the default front line, not a wall.
Does the AI keep replying after a human joins?
When an operator takes over, the thread is handled by your team so the customer is not talking to two voices at once.
Will my team see earlier AI messages?
Yes. The inbox shows the conversation history so staff do not ask the customer to repeat themselves.