Alert the person a conversation is assigned to with a WhatsApp message when an AI agent hands 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 message: who the customer is, why it was handed over, a short detail, and a link to open the conversation.It’s configured on the Handoff tool itself, in the WhatsApp notification section — “Alert the person the conversation is assigned to with a WhatsApp message.” It’s off by default. Find the Handoff tool in each channel’s tool library — see WhatsApp tools and SMS tools.
A Handoff tool with an assignment pool. The notice goes to whoever the conversation was assigned to. With an empty pool nobody is assigned, and nothing is sent.
A connected WhatsApp line, even for SMS and Messenger conversations. The notice always travels over WhatsApp.
WhatsApp write permission to create the default template. Without it you’ll see “Ask an admin to create it”. Seeing the template status needs WhatsApp read.
In the channel’s tool library, open the Handoff tool (or create one) and set up its Assignment Pool.
Turn on the notice
Switch on WhatsApp notification.On SMS you’ll also see: “Only works with Lumina SMS agents: the notice goes out when a Lumina agent hands the conversation to a person. Aurora agents can use this tool, but they send no notice.”
Choose the sending line
Sending line — the WhatsApp line the notice leaves from.
WhatsApp: optional. The default is Same line as the conversation (default) — the line the customer wrote to.
SMS and Messenger: required — “The notice is always sent over WhatsApp. Choose the WhatsApp line it goes out from.” It’s pre-filled when the workspace has a single WhatsApp line.
SMS: the sending line is required
Choose the template
Default template or Use my template. See Templates below.
The default template, its status per account and the preview
Choose the content
Free or Fields — what the agent writes into the Detail part of the notice. See Content.
Check each person's number
In the assignment pool, each person shows the number they’ll be notified at: “Uses the profile phone: +57…”, or “No phone on profile — without a number here this person will not be notified.” Type a number in WhatsApp for notifications to override the profile number for this tool only.
Save
The tool’s summary shows On · default template, On · own template or Off.
Sends the notice on every handoff made by this tool
Sending line
Same line as the conversation or a connected WhatsApp line
WhatsApp: the conversation’s line. SMS / Messenger: none — required (pre-filled if there’s one line)
The WhatsApp line the notice leaves from. The template must be approved on that line’s account
Template
Default template / Use my template
Default template
Which approved Meta template is sent
Content
Free / Fields
Free
What the agent writes as the detail
Free → guidance
Text, optional, up to 1,000 characters
Empty
Extra instructions for the summary, e.g. “Include the product they asked about and their budget”
Fields
Up to 10. Each: Field name, Key (a-z, 0-9, _, max 40), optional Instructions for the agent
—
The agent fills each one from the conversation
WhatsApp for notifications (per person in the pool)
A number with country code
Empty — uses the profile number
Overrides the person’s profile number for this tool
AI handoff summary
On / Off
Off on new tools; existing tools stay On
Leaves an internal AI summary in the chat. Separate from the notice, and it uses credits per summary
AI handoff summary is on every channel’s Handoff tool, with or without the notice: “When the AI transfers to a human, leave an internal AI-generated summary of the conversation in the chat.”
The default template is a Dialtu template named conversation_handoff_notice, category UTILITY, in Spanish and English. Its body:
Spanish
English
🔔 Te transfirieron una conversación.Cliente: {{1}} · Teléfono: {{2}}Motivo: {{3}}Detalle: {{4}}Ábrela aquí: {{5}}Responde desde la plataforma; este número no recibe respuestas.
🔔 A conversation was transferred to you.Customer: {{1}} · Phone: {{2}}Reason: {{3}}Detail: {{4}}Open it here: {{5}}Reply from the platform; this number does not receive replies.
{{1}} customer name (their phone if there’s no name) · {{2}} customer phone · {{3}} why the agent handed over · {{4}} the detail · {{5}} the link to the conversation.
Create it once per WhatsApp Business Account. It serves the Handoff tools of every channel that send from a line of that account. The section lists each account with a status pill per language and a Create template button. Meta reviews it: “Template sent to Meta for review. Approval usually takes a few minutes to a few hours.”
The language follows the agent. An English agent sends the English version; any other language sends the Spanish one. If that version isn’t approved, any approved version is used.
Status pill
Meaning
Approved
Ready. Notices will send
Pending Meta review
Waiting for Meta. Notices are skipped until it’s approved
Rejected by Meta
Shown with Meta’s reason: “Meta rejected it: …”. Notices are skipped
Not registered
Not created on that account yet — press Create template
Pick one of your own templates. It must be approved, category UTILITY, use positional variables ({{1}}, {{2}}…), and have no media header and no variables in links. It must belong to the sending line’s WhatsApp account.Then, under Fill in the placeholders, map each placeholder to one of:
”The agent writes a short summary for the assignee: why it transferred and the key data collected.”
Fields
”The agent fills in each field from the conversation.” They’re sent together as the detail, and each one can fill a placeholder of your own template
The detail is written for the person taking over, in the conversation’s language. It’s never sent to the customer.
Empty values are sent as —, because Meta rejects empty parameters. Meta also caps the whole message at 1,024 characters, so a long detail is shortened.
The person the conversation is assigned to after the handoff — picked by the Handoff tool’s assignment pool and strategy. Their number is chosen in this order:
The WhatsApp for notifications number set for them on this tool.
Otherwise, the WhatsApp for notifications number on their user profile.
Otherwise, nobody is notified, and the note says why.
One notice per handoff. An inactive assignee counts as no assignee.
The link opens the conversation in your dashboard, on your own domain if you have one. When the conversation has no client — which can happen on Messenger — the link is replaced with —.
Replies are ignored. The notice is an alert only. Whatever the person writes back is not read, never creates a client and never starts the AI. They answer the customer from the platform.
Opt-outs are respected. If the person’s number has opted out of messages from that line, the notice is skipped.
