Skip to main content
When an AI agent hands a conversation to a person with a Handoff tool, Dialtu can send that person a WhatsApp template message: who the customer is, why it was handed over, a short detail and a link to open the conversation. It’s a setting on the Handoff tool of each channel — see WhatsApp tools and SMS tools. It’s off by default.
This is about handoffs to a person. To pass a conversation to another AI agent, see Agent transfer.

​
Where it works

The notice always travels over WhatsApp, whatever channel the customer is on. An SMS or Messenger conversation needs a WhatsApp line to send it from.

​
What it does NOT have

​
What’s in this section

Set up the notice

Sending line, template, content, who receives it and what each note means.

WhatsApp numbers for notifications

Where each person’s notice number lives, and who can edit it.

Troubleshooting

The notice didn’t arrive, or the template is pending.

​
Two things that surprise people

One template per WhatsApp account, shared by every channel. The notice uses a Meta template that must be Approved on the sending line’s WhatsApp Business Account. The same template serves the WhatsApp, SMS and Messenger Handoff tools — create it once per account. Until it’s approved, every handoff writes “WhatsApp notice to the assignee not sent: the template is not approved by Meta on this line”.
No credits are used. The notice is free. (The separate AI handoff summary on the same tool does use credits.)

​
Next step

Set up the notice

From a Handoff tool to a WhatsApp alert on the assignee’s phone.