Hand over to the team
Whoever takes over the conversation finds the history, the customer record and the pipeline stage.
Every conversation has an owner. Hand it to someone else on the team without losing the history and, on WhatsApp, ask the AI for a suggestion when you need help replying.
- Nothing to install
- WhatsApp through Meta's official API
- Implementation with a specialist
- One owner per conversation
- History preserved
An owner per conversation
What does handing a conversation to the team mean?
It means changing the owner of the conversation when the subject needs someone else, such as finance for a question about an invoice or sales management for a discount outside the proposal price list. Whoever takes over finds what was already said in the conversation and, next to it, the customer record with the proposal and the pipeline stage.
- 1
First response
Whoever has the conversation answers product questions and list prices.
- 2
A topic for another area
The customer asks for a discount outside the price list, asks about an overdue invoice or wants to change the contract.
- 3
New owner
With the owner selector or the "/" shortcut, the conversation goes to whoever handles the topic.
- 4
A reply with the record open
Whoever took over reads what was discussed, checks the proposal in the record and replies.
Who replies
Who writes to the customer
The XBASE AI agent does not reply on the WhatsApp number your company connects, nor in Direct. On WhatsApp, the AI suggests the reply when someone on the team asks, and the person decides whether to send it.
Team
Someone on the team replies.
Already on screen
Everything the person needs to reply, in one place
When finance takes over, they open the conversation and already find the proposal sent, the pipeline stage and the notes from whoever handled it before.
- 01
Conversation history
Everything the customer and the team wrote. On WhatsApp, attachments and audio too.
- 02
Customer record
Notes, meetings and proposals already sent.
- 03
Pipeline stage
Where the deal stands.
- 04
Tags
What the team has already marked on this customer.
Team agreement
Agree on who takes each type of conversation
XBASE does not assign conversations on its own. A person hands the conversation over, and it works best when the team agrees beforehand on who handles what. With roles, team members can see only their own conversations.
Team agreement (example)
- Discount outside the price list: sales manager
- Invoice question: finance
- Complaint: whoever coordinates customer service
When the conversation needs a person
Where the team makes the difference
In XBASE, every conversation already has an owner and a pipeline stage. These are the ones that usually change hands.
- 01
Discount outside the price list
The proposal follows a price list. Any condition outside it goes through sales management.
- 02
Overdue invoice
A new date, interest and a payment agreement are a matter for finance.
- 03
Contract change
Switching plans in the middle of the contract or changing the scope needs whoever manages the account.
- 04
Complaint
Someone who complains needs to be heard by someone who can solve the problem.
Before changing the routine
Run a test with the team
Simulate a conversation, hand it to someone else and check what they see.
- The name of whoever took over appears in the conversation
- Whoever took over reads the history and opens the record with the proposal
- With the right role, team members see only their own conversations
Where it works
Where changing the owner works
Official WhatsApp
Several people on the same number, owner changes and AI suggestions.
See the channelInstagram
Text messages from Direct, with the team replying and changing owners.
See the channelEmail
Receive and reply to emails in the same inbox, with an owner. The connection is done with the expert team.
See the channelWebsite chat
In the website chat, only the agent replies. The team does not take over the conversation there.
See the channel
Questions
What people ask about handing conversations to the team
The XBASE AI agent does not reply on the WhatsApp number you connect: it only answers on its own in the website chat. On WhatsApp, your team replies, and the AI can suggest the reply, but the person decides whether to send it. If you already have your own AI agent, see the last question.
One owner per conversation, from first contact to proposal.
Hand every conversation to whoever solves the matter.
Create an account and agree on who handles what. The expert team helps set it up.
Create account- Nothing to install
- WhatsApp through Meta's official API
- Implementation with a specialist