Get alerted when a customer needs you
2 min readManagers and owners
Summary
When the bot hands a chat to your team, get a WhatsApp alert on your own phone, a pop-up and a sound.
When the bot hands over
- It was not sure how to answer, or a reply flow asked for a person.
- The customer asked for a refund or made a complaint, or mentioned an emergency or a health question.
- A follow-up reminder you set on the chat is due.
The customer is told your team will reply shortly. The chat shows under Needs you with the reason.
Set up alerts
- 1
Open Business info → Personality & handoff → Handover to you.
- 2
Make sure Hand over to you is on.
- 3
Under Let me know by, tick WhatsApp message and type an Alert number: your own phone, not the business number customers write to.
- 4
Tick Browser alert when this tab is in the background and Play a sound on this device if you want them.
The sound setting is kept per browser, so set it on each computer your team uses.
- 5
Select Save changes.
What you should see
- While the dashboard is open, a pop-up shows "… needs you" with Open chat.
- Your alert phone gets "🔔 … needs you on WhatsApp" with the reason and a link.
- The chat shows a line saying whether the WhatsApp alert was delivered.
If something goes wrong
- The chat says WhatsApp alert not delivered.
- Without an approved Team alert template, the alert only reaches a phone that wrote to your business number in the last 24 hours. Submit the Team alert template under Message templates, or message your business number from the alert phone once a day.
- No sound plays.
- Check Play a sound on this device is ticked on this computer, and that the browser tab is not muted.
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