Before starting
Check that the connected channel supports staff takeover and that the appropriate team member has access. Manual takeover on WhatsApp and call transfer through a phone provider may require different setups.
How can staff take over a WhatsApp conversation?
In supported WhatsApp workflows, authorized staff initiate takeover and read the existing conversation. Check the guest's latest request and any booking result before replying. Verify that the assistant stops responding in the conversation once ownership changes.
- Check the connected messaging channel and permissions.
- Read the guest's latest question and any system result.
- Use the supported staff takeover action.
- Do not confirm a booking unless Manager has completed it.
- Record the resolution in the appropriate booking or task workflow.
What about telephone and web chat?
A voice call transfer depends on the phone integration and should be tested independently. Do not assume that a takeover button in messaging also exists for voice or web chat. Define a clear staff follow-up path for unsupported transfers.
What information should be retained after handover?
Keep a record of the guest's request, the necessary reservation context and the team's response, with appropriate access controls. A transcript or voice recording is not necessarily captured automatically; follow the venue's guest-notice and retention policies.
If staff need help with the handover workflow, consult the AI Concierge product page or contact the Rezervem support team.
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