Hand Over From a Human Agent

1. A human agent chats with a customer from your CRM.
2. The human agent steps away for a break, a meeting or the night, and hands the chat to the AI agent.
3. The AI agent continues the conversation as your team. It doesn’t greet again, re-introduce itself, or ask for anything the customer already said.
4. The human agent comes back, takes the chat back, and later hands it over again.

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Hand a conversation to the AI agent

{
  "phone_number_id": "123456789012345",
  "value": {
    "messaging_product": "whatsapp",
    "metadata": { "display_phone_number": "12025550100", "phone_number_id": "123456789012345" },
    "contacts": [{ "wa_id": "12025550123", "profile": { "name": "Rahul" } }],
    "messages": [
      {
        "from": "12025550123",
        "id": "wamid.DUMMY_LATEST",
        "timestamp": "1791279012",
        "type": "text",
        "text": { "body": "What would the premium be for 10 lakh cover?" }
      }
    ]
  },
  "prior_messages": [
    { "role": "customer", "text": "Hello, need a policy for my parents", "timestamp": "2026-10-06T09:10:02Z", "message_id": "wamid.DUMMY_C1" },
    { "role": "agent", "text": "Sure! What are your parents' ages?", "timestamp": "2026-10-06T09:11:40Z", "message_id": "wamid.DUMMY_A1", "agent_name": "Priya" },
    { "role": "customer", "text": "Papa is 62 and mummy is 58. We are in Lucknow", "timestamp": "2026-10-06T09:12:15Z", "message_id": "wamid.DUMMY_C2" },
    { "role": "agent", "text": "Noted. Any existing illness, like diabetes or BP?", "timestamp": "2026-10-06T09:13:01Z", "message_id": "wamid.DUMMY_A2", "agent_name": "Priya" },
    { "role": "customer", "text": "Papa has diabetes, on metformin", "timestamp": "2026-10-06T09:14:30Z", "message_id": "wamid.DUMMY_C3" }
  ],
  "handover_note": "Budget around 40k a year for both. Prefers a call after 6 pm."
}

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prior_messages fields

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Rules

• Order: oldest first, up to 200 messages.
• Latest message: don’t include the customer message you are forwarding. It goes in value.messages.
• Text only: send the text of each message. For a photo or voice note your agent handled, a short description such as [customer sent a photo of the policy] helps.
• message_id: always include Meta’s message id. It lets Ringg recognise messages it already has, including the AI agent’s own replies, which you may store with your human agents’ messages. Without ids, Ringg can only match on text.

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Send everything, or only what’s new

• Only what’s new. Send the messages from since the AI agent last saw the chat. This is the smallest payload.
• A recent window every time. Send, say, the last 20 messages on every handover, including the AI agent’s own replies. Ringg skips the messages it already holds and stores the AI agent’s replies as its own, not as your human agent’s.

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Take a conversation back

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End the conversation

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What you see in the dashboard

• Handed over to AI agent where the AI agent took over.
• Handed over to human agent where your human agent’s messages resume.
• Human agent · Priya or AI agent above each message on the agent’s side.
• Each handed-over message at the time it was actually sent.