Whatsapp bot to human handoff: how do you decide when the agent should stop?
A team running a WhatsApp agent asks what production rules others use for handing off to a human, since holding on too long annoys customers and handing off too early wastes the bot. The discussion centers on confidence thresholds for fuzzy cases, hard rules for money, refunds and angry customers, and handing off with full conversation context instead of a cold transfer.