> ## 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.

# Set up the notice

> 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](/en/whatsapp-agents/tools#types-available-on-whatsapp) and [SMS tools](/en/sms-agents/tools#handoff).

## Before you start

<Check>
  **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.
</Check>

<Check>
  **A connected WhatsApp line**, even for SMS and Messenger conversations. The notice always travels over WhatsApp.
</Check>

<Check>
  **A WhatsApp number for each person in the pool** — on their user profile, or set for this tool. See [WhatsApp numbers for notifications](/en/handoff-notices/notification-phones).
</Check>

<Check>
  **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.
</Check>

## Steps

<Steps>
  <Step title="Open the Handoff tool" icon="user">
    In the channel's tool library, open the Handoff tool (or create one) and set up its **Assignment Pool**.
  </Step>

  <Step title="Turn on the notice" icon="toggle-on">
    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."*
  </Step>

  <Step title="Choose the sending line" icon="phone">
    **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.

    <Frame caption="SMS: the sending line is required">
      <img src="https://mintcdn.com/dialtu-0be120d3/I6sb-87kFexBq-Y4/images/en/handoff-notices/handoff-notice-sms.png?fit=max&auto=format&n=I6sb-87kFexBq-Y4&q=85&s=b6b9f44b9f5cef466806a6fb33b60208" alt="Handoff tool for SMS with WhatsApp notification switched on, the notice Only works with Lumina SMS agents, the explanation that the notice is sent over WhatsApp, a required Sending line set to a WhatsApp number of the Rueda Firme account, and the Default template approved in Spanish and English." width="2880" height="1800" data-path="images/en/handoff-notices/handoff-notice-sms.png" />
    </Frame>
  </Step>

  <Step title="Choose the template" icon="file-lines">
    **Default template** or **Use my template**. See [Templates](#templates) below.

    <Frame caption="The default template, its status per account and the preview">
      <img src="https://mintcdn.com/dialtu-0be120d3/I6sb-87kFexBq-Y4/images/en/handoff-notices/handoff-notice-default.png?fit=max&auto=format&n=I6sb-87kFexBq-Y4&q=85&s=773b8b038d3420c1c3730aff191e255d" alt="WhatsApp Handoff tool with WhatsApp notification switched on, the explanation of who receives the notice, Sending line set to Same line as the conversation (default), Template set to Default template with the Rueda Firme account approved in Spanish and English, and the Preview of the notice with placeholders for the customer, the reason, the detail and the conversation link." width="2880" height="1800" data-path="images/en/handoff-notices/handoff-notice-default.png" />
    </Frame>
  </Step>

  <Step title="Choose the content" icon="pen">
    **Free** or **Fields** — what the agent writes into the *Detail* part of the notice. See [Content](#content).
  </Step>

  <Step title="Check each person's number" icon="address-book">
    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.
  </Step>

  <Step title="Save" icon="floppy-disk">
    The tool's summary shows **On · default template**, **On · own template** or **Off**.
  </Step>
</Steps>

## Reference

| Control | Options | Default | What it does |
| - | - | - | - |
| **WhatsApp notification** | On / Off | **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 |

<Note>
  **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."*
</Note>

## Templates

### Default template

The default template is a Dialtu template named `conversation_handoff_notice`, category UTILITY, in Spanish and English. Its body:

<Tabs>
  <Tab title="Spanish">
    ```text theme={null}
    🔔 Te transfirieron una conversación.
    Cliente: {{1}} · Teléfono: {{2}}
    Motivo: {{3}}
    Detalle: {{4}}
    Ábrela aquí: {{5}}
    Responde desde la plataforma; este número no recibe respuestas.
    ```
  </Tab>

  <Tab title="English">
    ```text theme={null}
    🔔 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.
    ```
  </Tab>
</Tabs>

`{{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** |

### Use my 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:

| Source | What it sends |
| - | - |
| **Customer name** | The customer's name, or their phone |
| **Customer phone** | The customer's number |
| **Assignee name** | The person the conversation was assigned to |
| **Transfer reason** | Why the AI handed over |
| **Detail written by the agent** | The free text, or all the fields in one line |
| **Conversation link** | The link to the conversation |
| **AI agent name** | The agent that handed over |
| **Field: …** | One of your fields (with **Content → Fields**) |
| **Fixed text** | Text you type, sent as is |

<Frame caption="Your own template, with every placeholder mapped">
  <img src="https://mintcdn.com/dialtu-0be120d3/I6sb-87kFexBq-Y4/images/en/handoff-notices/handoff-notice-own-template.png?fit=max&auto=format&n=I6sb-87kFexBq-Y4&q=85&s=28da70abd70f7b1593cf4b5a2814a1b2" alt="Handoff tool notification section with Template set to Use my template, the aviso_asesor template (es_ES, Rueda Firme) selected with its body, and Fill in the placeholders mapping {{1}} to Assignee name, {{2}} to Customer name, {{3}} to Customer phone, {{4}} to Transfer reason and {{5}} to Conversation link." width="2880" height="1800" data-path="images/en/handoff-notices/handoff-notice-own-template.png" />
</Frame>

## Content

| Option | What the agent writes |
| - | - |
| **Free** | *"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.

<Note>
  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.
</Note>

## Who receives it

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:

1. The **WhatsApp for notifications** number set for them on this tool.
2. Otherwise, the **WhatsApp for notifications** number on their user profile.
3. Otherwise, nobody is notified, and the note says why.

One notice per handoff. An inactive assignee counts as no assignee.

## The link

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 **—**.

## The notes in Conversations

Every handoff with the notice on leaves a note on the **customer's** conversation:

| Note | Meaning |
| - | - |
| *WhatsApp notice sent to Ana (+57•••••4567)* | Meta accepted the message. It doesn't mean it was delivered or read |
| *WhatsApp notice to the assignee not sent: reason* | Skipped before sending. See the reasons below |
| *WhatsApp notice to Ana failed: error* | Meta refused the send |

| Reason in the note | Fix |
| - | - |
| *no one was assigned* | The pool is empty, or the person picked is inactive |
| *the assignee has no WhatsApp number for notifications* | Add one on their profile or on this tool |
| *no WhatsApp line is available to send it* | Choose a **Sending line**, or reconnect the one that was saved |
| *the template is not approved by Meta on this line* | Create or fix the template on the sending line's account and wait for **Approved** |
| *the assignee's number opted out of messages* | That number asked to stop receiving messages. Use another number |

## Things to know

<Warning>
  **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.
</Warning>

<Note>
  **Opt-outs are respected.** If the person's number has opted out of messages from that line, the notice is skipped.
</Note>

## Next step

<Card title="WhatsApp numbers for notifications" icon="address-book" href="/en/handoff-notices/notification-phones">
  Set each person's number once, on their profile.
</Card>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.