> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Introduction to human handoff notices

> Alert the person a conversation is handed to with a WhatsApp message when an AI agent transfers it to a human

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](/en/whatsapp-agents/tools#types-available-on-whatsapp) and [SMS tools](/en/sms-agents/tools#handoff). It's off by default.

<Note>
  This is about handoffs to a **person**. To pass a conversation to another **AI agent**, see [Agent transfer](/en/agent-transfer/introduction).
</Note>

## Where it works

| Channel | WhatsApp notice on handoff |
| - | - |
| **WhatsApp** | Yes — sent from the conversation's line by default |
| **SMS (Lumina)** | Yes — only Lumina agents send it, from a WhatsApp line you choose |
| **Messenger** | Yes — from a WhatsApp line you choose |

<Note>
  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.
</Note>

## What it does NOT have

| Not available | Detail |
| - | - |
| **Notices to a WhatsApp username** | Only phone numbers. Usernames are planned |
| **Reading replies** | The notice is an alert only. Nothing the person writes back is read |
| **A "delivered" status** | The note says *sent*, *not sent* or *failed* — never delivered or read |
| **Voice and Web Chat** | Not available |
| **SMS with Aurora** | An Aurora SMS agent can use the Handoff tool, but no notice is sent |

## What's in this section

<CardGroup cols={2}>
  <Card title="Set up the notice" icon="sliders" href="/en/handoff-notices/setup">
    Sending line, template, content, who receives it and what each note means.
  </Card>

  <Card title="WhatsApp numbers for notifications" icon="address-book" href="/en/handoff-notices/notification-phones">
    Where each person's notice number lives, and who can edit it.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/en/handoff-notices/troubleshooting">
    The notice didn't arrive, or the template is pending.
  </Card>
</CardGroup>

## Two things that surprise people

<Warning>
  **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"*.
</Warning>

<Warning>
  **No credits are used.** The notice is free. (The separate **AI handoff summary** on the same tool does use credits.)
</Warning>

## Next step

<Card title="Set up the notice" icon="sliders" href="/en/handoff-notices/setup">
  From a Handoff tool to a WhatsApp alert on the assignee's phone.
</Card>


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