Handover
Move a conversation between your bot and your human agents.
A conversation is either handled by the bot or waiting for/handled by a human agent in Live Chat. Use handover when your own system decides a person should step in, for example a high-value customer or a failed payment, and to hand back to the bot afterwards.
Both endpoints address the contact's latest conversation by audienceExternalId
(<phone number>:<your WhatsApp phone number ID> for WhatsApp).
Hand to a human
POST /v1/handover, scope conversation:handover:request.
{ "audienceExternalId": "249912345678:123456789012345" }The conversation moves to the Live Chat queue and the bot stops replying.
The response is { "success": true }, or { "success": false } if a handover was already requested.
Hand back to the bot
PATCH /v1/handover/open, scope conversation:handover:open.
Same body. The conversation reopens and the bot handles the next message.