The customer repeats everything
The first reply happens in one place and the follow-up in another. Whoever picks it up asks the same questions again.
AI + human handoff
AI agents answer first. Your team closes.
HellouOne is one WhatsApp inbox where AI agents take the first reply and hand the conversation to the right person, with the full history attached.
AI agent → Sales team WhatsApp
Hi, I'd like to change the payment terms on my contract.
Got it. Contract changes are handled by our team, so I'm passing you to them now with this conversation attached.
Hi, this is Laura from the sales team. I can see your request. Which date would work better for your monthly payment?
The 15th would be great, thanks!
What it is
How AI + human handoff works in HellouOne
HellouOne is a shared WhatsApp inbox for teams that want AI agents to answer first and people to take over when it matters. Handover areas decide when the AI agent steps aside, assignment rules pick the person, and each agent sees only the conversations their visibility level allows.
- Level 1: only their own conversations.
- Level 2: their own plus their teams' conversations.
- Level 3: their own, their teams' and unassigned conversations.
- Level 4: everything in the inboxes they belong to.
- Level 5: everything in the account.
The problem
Where handoffs break
Nobody knows whose chat it is
Without assignment rules, two people answer the same customer, or nobody does because each thinks the other has it.
Everyone sees everything, or nothing
Either the whole team reads every conversation, or managers have no view of what their team is handling.
Capabilities
Everything the handoff needs
Handover areas
Define the topics or moments when the AI agent hands the conversation to a person, and which team receives it.
Assignment rules
Round robin, priority and online-only assignment, so each conversation lands with someone who can answer now. Advanced routing from the Growth plan.
Teams and five visibility levels
Group agents into teams and choose how much each person sees, from their own chats to the whole account.
Private notes and @mentions
Leave internal notes inside the conversation and @mention a colleague. The customer never sees them.
Macros and saved replies
Turn repeated steps into one click: reply, tag, assign and close with a macro, or insert a saved reply.
Sentiment and CSAT
See customer sentiment per conversation and send a CSAT survey as a WhatsApp Flow when the chat is resolved.
Use cases
Where teams use it
Sales handoff
The AI agent answers questions and qualifies, then passes the ready buyer to a salesperson who sees every answer already given.
Support escalation
Simple questions get answered by the AI agent. Complaints, refunds or sensitive cases go straight to the support team.
After-hours coverage
The AI agent replies at night and on weekends, and the conversations that need a person are waiting, assigned, when your team logs in.
Supervision without noise
Managers see their whole team's conversations while each agent only sees their own, thanks to visibility levels.
In numbers
What you get
5
visibility levels for your team
3
human agents included on the Team plan
24/7
first reply by your AI agent
0%
HellouOne markup on Meta's WhatsApp fees
Available from the Team plan at $190/mo, with 3 agents and a custom AI agent with human escalation. See pricing →
FAQ
Frequently asked questions
How does the AI agent decide to hand off to a person?
It follows the handover areas you define. You set the topics or situations, like a complaint, a contract change or a request to talk to someone, where the AI agent steps aside. The conversation then goes to the team you chose, with the full chat history attached.
Who gets the conversation after the handoff?
Your assignment rules decide. HellouOne can assign by round robin, by priority or only to agents who are online, and within the team the handover area points to. Advanced routing with priorities, teams and online-only assignment is part of the Growth plan.
What are the five visibility levels?
They control which conversations each agent sees: only their own; their own plus their teams'; those plus unassigned ones; everything in their inboxes; or everything in the account. You pick a level per person, so agents stay focused and managers keep a full view.
Can I measure how customers feel after the conversation?
Yes. HellouOne can send a CSAT survey as a WhatsApp Flow when a conversation is resolved, and the sentiment report shows how customers feel across conversations. Both appear in the reports next to agent, team and conversation metrics.
AI agents take the first reply. People close.
Bring your AI agents and your team into one inbox.
Create your HellouOne account, connect WhatsApp and set your first handover area with LIA. 7 days free, no card.
