What happens at night if no person is there?

The agent answers only what is closed. For the rest it says someone will return during business hours. It does not invent an answer to fill the silence.

Does the customer see the handoff?

Yes. They are told the chat is going to a person. The agent is not presented as a human representative.

When a WhatsApp agent hands the chat to a person

A good agent is measured by what it refuses to close. The rule is written before launch: which sentences it may answer, and which chats reach you with what the customer already said.

Four cases that always move

The person asked for a human. The agent found no answer on the list. The subject is a complaint, a refund, or a promise. Or the question is a price, a discount, or an exception to what was written in advance.

In these cases the right reply is a short sentence: this is going to a person, and the chat arrives with the name, the number, and what was already asked. The customer should not start again.

Answer versus handoff
Case	Agent	Person
Opening hours that were written	Answers	Not needed
A request for a person	Stops	Continues
No match on the list	Says it does not know	Receives the chat
A discount	Does not approve it	Decides

What is tested before the number is public

Before delivery we run real conversations: a question from the list, a question that is not on the list, and an explicit request for a person. If the agent invents a detail in any of them, it does not go live.

After delivery there is one month to fix a bug. Changing the job, adding a price list, or a second agent is not a bug. It is new work.