Definition
Passing a conversation from a chatbot or AI agent to a human agent when needed, with a summary of what was said so the customer does not have to repeat themselves.
Example
A customer upset about a delay is transferred to a supervisor with a summary: order number, issue and request.
Read the full guideWhatsApp AI Agent: The Complete Guide for Businesses in 2026
Related AI terms
وكيل الذكاء الاصطناعيAI AgentAI software that understands a customer's request and carries out real tasks such as replying, booking, taking orders and updating the CRM, not just answering from a fixed list.هلوسة الذكاء الاصطناعيAI HallucinationWhen AI confidently makes up incorrect information, such as a price or an offer that does not exist. It is reduced with a knowledge base, strict instructions and testing.التعليمات PromptAI Prompt (System Instructions)The text that tells the AI its role, tone and limits: who it is, what to say and when to hand over to a human agent.وكيل صوتي بالذكاء الاصطناعيAI Voice AgentAn AI agent that answers phone calls and talks with customers in a natural voice, handing over to a human agent when needed.التعرف على اللهجةArabic Dialect DetectionThe ability of AI to understand and tell apart different Arabic dialects, and reply in a way that suits the customer.شات بوتChatbotSoftware that replies to messages automatically, either with fixed menus, buttons and flows, or with AI that understands free-form text.