WhatsApp is taking business communication a step further by developing a new AI Handoff chat filter feature. Designed exclusively for business accounts, this upcoming tool aims to improve how companies handle conversations when automated AI responses fall short.
Discovered in the latest Android beta version 2.25.20.5, the AI Handoff feature will allow businesses to take over conversations manually whenever the chatbot is unable to respond accurately. This provides a much-needed safety net for maintaining quality customer service.
AI Handoff: When Bots Need a Human Touch
With more companies using AI-powered replies to manage customer queries on WhatsApp, there are times when the automated system fails to understand complex or nuanced questions. This is where AI Handoff comes into play.
When enabled, the filter automatically detects conversations that the AI couldn’t handle and places them into a dedicated list. Business owners or support agents can then manually reply to each query, ensuring no customer is left hanging.
This improves responsiveness and ensures that customers receive timely, human-generated answers, especially for questions AI may misinterpret or skip.
Business-Only, But Game-Changing
It’s important to note that this feature is exclusively for WhatsApp Business accounts and will only function if AI-based replies are activated. For companies relying heavily on chat automation, this tool could dramatically enhance workflow and customer satisfaction.
The AI Handoff filter works silently in the background. Once activated, it flags all unresolved chats, helping teams quickly locate conversations that need attention. This means no more scrolling through hundreds of chats to find unanswered messages.
WhatsApp AI Handoff chat filter feature (Image Credits: WABetaInfo)
Streamlined Support with Better Oversight
AI Handoff is not just about filtering chats; it’s also about creating accountability and visibility. Business owners can now monitor how well their AI chatbot performs and step in before customers become frustrated.
This feature shows WhatsApp’s continued efforts to blend AI automation with human oversight, giving businesses the tools to scale their support without sacrificing quality.
While the feature is still in testing, it is expected to roll out to eligible users in upcoming updates. This move could put WhatsApp ahead of many business messaging platforms in terms of smart customer support tools.
