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Chatbot hand-off, conversations & analytics
Run LogAI WhatsApp chatbots alongside your team: hand chats to a person or rotate them, take over or return a chat to the bot from the WhatsApp thread, review every conversation's transcript and path, and track completion, hand-offs, drop-off, ratings and knowledge gaps in analytics.
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A WhatsApp chatbot and your team share the same chats. The bot handles what it can; when a customer needs a person, it hands the chat over, and your team replies from the usual WhatsApp thread. Messages the bot sent carry a small Bot tag, so everyone can see who said what.
When the bot hands off
- A Hand off to a human step in the flow — see chatbot steps.
- The customer types a Talk to a human word at any point — agent, human, representative, support, “baat karo” and others; edit the list in
Bot settings→ Replies. - The bot couldn't understand after the last retry and Then is set to hand off.
- An Answer with AI step hears “I want a person” or runs out of credits and that branch isn't connected — see Smart answers & AI.
Set who gets the chat in Bot settings → Hand-off: Nobody yet (anyone can pick it up), One person, or Rotate between people — rotation gives it to whoever had the fewest hand-offs in the last 24 hours. Choose what to tell the customer and whether to Notify the assignee in-app. Return to the bot after (hours) (default 24) is how long a hand-off waits: if nobody replies in that time, it expires and the conversation closes.
Work a chat from the WhatsApp thread
A banner under the WhatsApp thread header shows what the bot is doing and updates live:
| Banner | Buttons |
|---|---|
| “<Bot> is handling this chat · waiting for the customer.” Replying here takes over. | Take over · End |
| “<Bot> paused — you're handling this chat” (or a teammate is, or it's waiting for a teammate). | Return to bot · End |
| “No chatbot on this chat.” (shown to people with the WhatsApp Manage permission) | Start <bot> or Start a bot |
- Just reply — with A teammate's reply pauses the bot on (the default), sending a message takes the chat over and assigns it to you.
- Return to bot — if the bot was waiting on a question it asks it again; otherwise it carries on from where it stopped.
- Start a bot — run any live bot on that number for this customer, whatever its start rule. It ends any bot already running for them first.
- While a bot conversation is running (or handed off), your other WhatsApp workflow automations don't fire for that customer's messages, so they never get two automations at once.
WhatsApp's 24-hour window: WhatsApp only allows free-form messages within 24 hours of the customer's last message. If the window has closed, a plain message can't be delivered and the conversation stops (“24-hour window closed”) — the hand-off people get a notice. Bots you start from a thread or a broadcast should open with an approved template in a Send message step. Try it on the Test tab by switching 24h window open off.
Conversations
The bot's Conversations tab lists every real conversation (test chats aren't included). Filter All, Live, Needs a human or Completed, or search by name or phone. Each row shows its status, who it's assigned to, the step it's at, the message count and any rating. Open one for the full transcript, the details it Captured, and the Path it took — and to Take over, Return to bot or End conversation.
| Status | Meaning |
|---|---|
| Running / Waiting for reply / Waiting (timer) | The bot is working, waiting on the customer, or waiting on a Delay. |
| With a human | Handed off — your team has it. |
| Paused | The bot itself is paused. |
| Completed | Reached an End step. |
| Expired | The customer stopped replying. If they write again within the resume window (default 24 hours), the bot picks up where it stopped. |
| Stopped | Ended early — by a teammate, the customer typing a Stop word, the 24-hour window closing, or a safety limit. |
Analytics
The Analytics tab covers the last 7, 30 or 90 days:
- Conversations (and how many Smart answers were given), Completed %, Handed to a human %, Median length, and AI answers with the credits they used.
- Where customers drop off — for each question, how many reached it and how many answered.
- How conversations ended, Conversations started per day, and Customer satisfaction from End-step ratings.
- Knowledge gaps — the most common messages nothing matched — and the Most used Smart answers.
The Chatbots list shows live bots, conversations in the last 7 days, the completion rate and how many chats Need a human across all bots. Under Settings → Integrations → WhatsApp, each number also has a Chatbots on this number card with each bot's status, start rule and recent chats.
Built-in safeguards
- Stop words — when a customer's whole message is a Stop word (stop, unsubscribe, opt out, “band karo” and others you add), the bot confirms and ends the conversation.
- Start over words (menu, restart, reset, “shuru”…) take the customer back to the beginning.
- No reply — after the wait (default 30 minutes) the bot can nudge once, then follows the question's No reply branch or lets the chat expire. Quiet hours hold nudges overnight.
- Safety limit — a bot never sends more than your set number of messages per customer per hour (default 30), and runaway loops are stopped automatically.
- Monthly conversations — plans include 10,000 chatbot conversations a month by default; past that, new chats get no bot reply until the next month and your team handles them as usual.
Frequently asked questions
How does a customer reach a real person?
They type a Talk to a human word (agent, human, representative, support and others you can edit) at any point, or pick a hand-off option you built into the flow. The bot pauses, assigns the chat to the person or rotation you set, and notifies them.
What happens if my team replies while the bot is running?
With “A teammate's reply pauses the bot” on (the default), your reply takes over the chat and assigns it to you. Click Return to bot on the thread banner to hand it back.
Can I start a chatbot for a specific customer?
Yes. On their WhatsApp thread, use Start a bot on the banner to run any live bot on that number. If more than 24 hours have passed since they last wrote, the bot must open with an approved template.
Why did a chatbot conversation stop with “24-hour window closed”?
WhatsApp only delivers free-form messages within 24 hours of the customer's last message. Open bots that may run outside that window with an approved template in a Send message step.
What happens when a handed-off chat isn't picked up?
The hand-off waits for the hours set in Return to the bot after (default 24). If nobody replies by then, the hand-off expires and the conversation closes.
Does the chatbot collect customer satisfaction ratings?
Yes. Turn on Ask for a rating (1–5) in an End step; customers tap a star rating and the Analytics tab shows the results under Customer satisfaction.
Do test chats show up in analytics?
No. Simulator chats are left out of Conversations, Analytics, Unrecognized replies and your monthly conversation count.
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