The AI knows when to step aside and hands the chat to your admin.

Admin Canggih isn't a chatbot that loops through a menu until the customer gives up. A chat goes to a human admin when the customer asks to talk to a person, there's a complaint or refund, the customer sends a photo of proof of payment, the issue is complicated or sensitive, the answer isn't in the store data, or a rule you wrote matches. Once handed off, the AI stops replying in that chat and the store gets a notification.

When the customer asks for a person, which is always honored. When the issue is complicated or sensitive. When the AI finds no relevant answer in the store data. When there's a complaint, refund, return or defective item. When the customer sends proof of payment after ordering. When a rule you wrote matches. A handoff is also the safe route when checkout can't continue. Some triggers follow switches in AI Settings, but a request for a person can't be switched off.

Yes. In AI Settings you can create up to 10 handoff rules of your own, each with a label and a short instruction. For example, chats with a voice note, or customers who want to order wholesale for their business. If one of your rules matches, the chat is handed off first, even before it enters the checkout flow. One limit: rules can't be used to ask for sensitive data such as ID numbers, passwords or card numbers.

The store gets a dashboard notification saying who needs help. If the store's Telegram chat is registered, there's also a more detailed Telegram message: the customer's name and number, their last message, the reason for the handoff and the channel. If the customer writes again while waiting, the admin gets another dashboard notification. Notifications to the store owner's WhatsApp aren't available yet, so make sure someone watches the dashboard or Telegram.

That depends on the Team Working Hours you fill in on the dashboard. With them, the AI can explain the handoff using your store's own hours, and answer honestly when a customer asks when they'll hear back. For example, if a chat comes in at 9 pm and your team works until 5 pm, the AI can say an admin will reply in the next working hours, not make a promise your team can't keep.

Yes. On the chat page of the dashboard, take over any chat, even while the AI is handling it and no handoff has happened. While an admin holds the chat, the AI doesn't reply. When you're done, hand it back to the AI agent and the AI picks the chat up again.

The rule is: if the AI can't find relevant info in the store's catalog and FAQ, the chat goes to an admin instead of getting a careless answer. There's a second safeguard too. If the AI has already said "I'll pass this to an admin" but hasn't actually handed off, the system hands the chat off itself. The more complete your FAQ, the more questions the AI can answer on its own without a handoff.

For now, admins reply through the Admin Canggih dashboard, not the WhatsApp Business app on a phone. Chats that have been handed off aren't answered by the AI anymore. Chats taken over by an admin aren't answered by the AI either until you hand them back to the AI agent. So customers don't get double answers from the AI and an admin in the same chat.