Handoff from bot to seller on WhatsApp

A buyer asks for your till number. Timi quotes price perfectly — then sends another catalog paragraph while they are ready to pay. Momentum dies. The best handoffs happen in the same thread, same tone, with context already captured. The buyer never notices a "system switch" — just that a human picked up when it mattered.

For which buyers deserve handoff, see how to spot serious buyers — this guide covers how to join without friction. Pillar overview: qualify leads on WhatsApp.

Default: Timi handles the opening

Let Timi answer repeat noise:

• Price, size, colour, stock
• Delivery areas and fees
• Opening hours and payment methods
• "Still available?" after drops

This clears low-intent threads before your phone buzzes. You focus on threads moving toward payment.

When Timi hands off

Timi watches for payment language, custom-work requests, complaints, and deposit signals. When one appears, it sends a short reply, stops auto-replying on that chat, and notifies you to take over. You can also pause any chat yourself.

For the full signal list — till/paybill mentions, Google pins, confirmed totals, custom orders — see how to spot serious buyers. This guide covers how to join without friction. Review weekly: too early wastes your time; too late loses sales.

How to join without confusing the buyer

Weak handoff:

"Hello, this is the shop owner. How can I help?" (Buyer repeats everything.)

Strong handoff:

"Saw you need delivery to Karen today — total is KES 5,200 including assembly. Till 123456."

Buyer cares that you have their context, not which tool replied first.

Step-by-step: pause Timi on one chat

1. Open Feed → select the conversation
2. Click Pause Timi on that thread
3. Reply manually until sale closes or issue resolves
4. Re-enable Timi on that chat — or leave manual for VIP repeat buyers

Other chats keep auto-reply running. One negotiation does not stop the whole shop.

Re-enabling is part of the close: once the sale is confirmed or the issue resolved, turn Timi back on for that thread so the next "bei gani?" on a new product gets answered. Leaving a chat paused forever quietly shrinks your automation.

Sample handoff messages by vertical

Fashion (payment ready):

"Got it — 2× size M black, KES 7,000 + KES 200 delivery South B. Till 123456, name BOUTIQUE. Send screenshot when done."

Food (pin + payment):

"2 plates chicken rice to Westlands pin — total KES 1,100. Pay till 654321, kitchen starts when payment confirms."

Furniture (deposit):

"L-shape Oslo in grey — deposit KES 25,000 today, balance on delivery. Fabric sample in thread above. Confirm to lock slot."

Auto parts (pickup today):

"Brake pads for Fielder 2015 in stock — KES 4,500. Pickup Industrial Area till 5pm. Reply when you are 20 min away."

Adapt tone to your shop — keep facts from thread, not generic scripts.

Handoff timing by ticket

| Ticket | Who | When | |--------|-----|------| | Under KES 5k impulse | Timi answers; you close at till question | Same chat, no handoff message needed | | KES 5k–30k | Timi quotes; you confirm total and till | When buyer confirms quantity or pin | | Over KES 30k (furniture, electronics) | Timi ranges; you own deposit/specs | First deposit or measurement signal | | Complaint / refund | You, immediately | The moment it reads as an issue | | B2B / bulk | You, with invoice | When buyer names a fleet or order size |

The pattern: the higher the ticket, the earlier the human enters. A KES 80k sofa is never closed by the bot; a KES 800 dress usually is.

Complaints are not negotiation

A complaint arriving mid-quote changes the conversation — pause Timi immediately and reply with empathy and ownership, not another catalog line. Timi should route the complaint thread to you with the history intact and stop messaging. A buyer who is already annoyed reads an automated "sorry for the inconvenience" as another wall to get past, not an apology.

Example: auto parts in Industrial Area

Buyer asks if brake pads fit Toyota Fielder 2015. Timi confirms SKU and price. Buyer asks "can I pick up now?" — handoff to you to confirm shelf stock and send location pin. Timi never guesses physical inventory you have not pasted in context.

Example: furniture deposit

Timi quoted range and lead time. Buyer sends wall photo + "deposit leo?" — handoff immediately for deposit terms and fabric choice. Automation kept you in comparison set; human closes KES 80k sale.

Team of two: who owns handoff

If two people monitor Feed, agree rules: seller A owns payment handoffs, seller B owns complaints — or use simple "whoever sees flag first" with Feed notes so buyers never get double replies.

Common mistakes

• Timi keeps catalog spamming after buyer asked till number
• Manager announcement instead of contextual continuation
• Never handing off on custom orders — buyer loses trust
• Handing off every hi — you burn out; use intent signals
• Forgetting to re-enable or leave paused — confused double replies next day

FAQ

Will buyers know Timi replied first? Most notice fast, clear answers. Handoff feels like same shop.

Can I hand back to Timi after I close? Yes — re-enable auto-reply on that chat.

What if Timi hands off too early? Adjust triggers; improve catalog completeness first.

VIP regulars? Leave Timi paused permanently on their thread if personal touch matters.

Complaints? Pause Timi immediately — empathy beats automation.

Team of two sellers? Agree who owns handoff chats in Feed notes — avoid both replying.