Messages for handing a chat from AI to a person

When an AI agent hands a chat to a person, it should tell the customer plainly that someone from the team is taking over, say roughly when, and then stay out of the conversation.

When to use it

Use a handover message when a customer asks for a person, when the chat involves money, complaints, health or legal questions, or when the agent is not sure of the answer.

Tell the customer what happens next and when. “Sam will reply within the hour” is far better than “someone will be in touch”.

With Spaces, a person on your team can take over a chat and the agent stays out of it until the chat is handed back.

8 templates to copy

Copy a template, replace the words in square brackets, and read it once before you send it. Change anything that does not sound like you, because customers answer messages that sound like a real person who knows them.

Of course, [name]. I have passed this to [staff name], who will reply here by [time]. They can see everything we have talked about, so you will not need to repeat yourself.

That is a good question, [name], and I want to get it right. I have asked [staff name] to answer it. They will reply in this chat by [time].

Thanks, [name]. This needs someone from the team, and they are back at [time] tomorrow. I have left them a note with all the details, and they will reply here first thing.

Got it, [name]! I am passing you to [staff name] from the team. They will pick this up here shortly.

Thanks for your patience, [name]. A member of our team is taking over this chat now and will reply in a few minutes.

Thanks, [name]. I have shared this with [staff name], who looks after [area]. They will reply here by [time].

Subject: Re: [their subject]

Hi [name],

Thank you for the details. I have passed your message to [staff name], who handles [topic]. They will reply to this email by [day].

Kind regards,
[business]

Hi [name], this is [staff name] from [business]. I have read the conversation so far. Let me help with [their question].

What to avoid

• Handing over without saying so. Customers should know when a person takes over.
• Making customers repeat themselves. Pass a summary to the person.
• Vague timings such as “someone will be in touch”.
• The agent carrying on replying after a person has taken over.
• Pretending the AI agent is a person.

Give this to your AI agent

Paste this into your AI agent’s instructions and replace the words in square brackets. Your agent then follows the same rules every time. What else to tell your AI agent.

Hand the chat to a person when the customer asks for one, when it involves refunds, complaints, health, legal or payment questions, or when you are not sure of the answer. Tell the customer who will reply and roughly when, write a two-line summary for [staff name], and stop replying in that chat until it is handed back to you.

Channel rules that apply

• WhatsApp. WhatsApp restricts automation and bulk sending on ordinary and Business app numbers, so treat automated sending as a risk you manage rather than one you remove. Reply in chats customers started, and never broadcast these messages to a list. Spaces keeps a connected number to at most 200 messages and 10 new chats a day, and a newly connected number warms up over four weeks. WhatsApp limits
• Instagram. Instagram only lets you message someone who has not replied inside its messaging window, so replies in existing chats work best. Reply to people who messaged you, commented or asked to hear from you. Instagram limits
• Messenger. Like Instagram, Messenger limits messages to people who have not replied, so replies in existing chats work best. Keep to people who wrote to your Page first. Messenger limits
• LinkedIn. A normal message goes to a 1st-degree connection. Anyone else needs a connection request or an InMail. Use these with clients and contacts who already know you. LinkedIn limits
• Email. A new chat here is a new email thread. Replies on a thread someone started are not held back by the warm-up. Spaces sends one email at a time to one person, never bulk email. Email limits

Spaces lowers the risk of a restricted account with enforced limits, warm-up and pacing, but no tool can guarantee a platform will not act on an account. How Spaces keeps accounts safe.

FAQ

Let your AI agent answer for you

Spaces connects your own WhatsApp, Instagram, LinkedIn, Messenger, X and email accounts to the AI agent you already use, so it can reply in your words and keep every account inside safe sending limits. No card needed to start a trial.

Related

More complaints and problems templates: Refund request reply, Angry customer reply. All message templates.