📣 Marketing, CRM & Support · Sequence
WhatsApp Support Bot with Agent Handover
How a WhatsApp support bot answers common questions and hands the chat to a human agent, with the full conversation, when it can't help.
Drawing diagram…
What this diagram shows
- The bot answers order status and FAQs instantly
- Handover carries the whole chat to the agent
- Agents reply from the helpdesk, customers stay on WhatsApp
Prompt used
WhatsApp support sequence: the customer messages the business number. The WhatsApp Business API forwards it to the bot service, which detects intent. For order status it looks up the order system and replies. For a refund dispute it creates a ticket in the helpdesk with the chat transcript and hands over. The agent replies from the helpdesk and the message goes back through WhatsApp.
Mermaid code
sequenceDiagram actor C as Customer participant WA as WhatsApp Business API participant BOT as Bot Service participant OMS as Order System participant HD as Helpdesk actor AG as Agent C->>WA: Where is my order 1042? WA->>BOT: Message BOT->>OMS: Status of order 1042 OMS-->>BOT: Out for delivery BOT->>WA: Out for delivery, arriving today WA-->>C: Reply C->>WA: I want to dispute a refund WA->>BOT: Message BOT->>HD: Create ticket with transcript HD->>AG: New WhatsApp ticket AG->>HD: Reply to customer HD->>WA: Agent message WA-->>C: Reply from agent
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