How To Combine WhatsApp Flows And Live Agents Without Losing Context
The best customer experiences usually come from a mix of automation and human support. Flows do the heavy lifting and humans handle complex situations. The challenge is to make sure that when a conversation moves from a bot to an agent, the customer does not have to repeat all details.
1. Decide The Handover Triggers
First, define when your flow should stop and pass the chat to an agent. Common triggers include:
- User chooses an option like Talk to a human.
- User types a long free text message instead of choosing a menu option.
- User reaches the end of a flow but still has questions.
- User has high purchase intent, such as a large budget.
2. Capture Structured Context Before Handover
Before you connect a user with a human, use the flow to collect essential information. For example:
- Name and contact details
- Service or product of interest
- Budget range or plan preference
- Preferred time for a call or meeting
This helps your team jump directly into solutions instead of asking basic questions again.
3. Show Agents A Clean Summary
Your platform should provide agents with a summary of what happened inside the flow. A system like Adsvent can show context values, answers to key questions, and tags assigned during the conversation. Agents can see at a glance:
- What the user selected in the menu
- What they want to achieve
- How urgent or valuable the lead is
4. Let Agents Pick Up From The Last Message
A smooth experience feels like this to the customer: the bot guides them, then a human joins the same chat and continues naturally. There should be no second greeting, no request to repeat information, and no confusion about context.
5. Set Clear Internal Rules
Automation plus humans works best when your internal team has clarity. Define:
- Who handles which type of conversations.
- Expected first response times for agent replies.
- What agents should update after closing a conversation (status, notes, tags).
6. Use Automation After The Human Conversation Too
Automation does not have to stop when an agent talks to the user. You can use flows again after the human chat ends, for example:
- Send a summary of the discussion.
- Share payment links or documents.
- Collect feedback and ratings.
- Trigger follow up reminders.
Automation And Humans Together Win
When flows and agents work together, you get the best of both worlds: speed plus empathy. Customers feel cared for and your team spends time only where they add real value. Over time, this combination becomes a serious competitive advantage.