Handing a conversation over to an agent

POST /v1/conversations/handoff

A method for your chatbot. When the bot cannot answer or the customer asks for a real person, the bot hands the conversation over to an agent. In the WazzaBee chat list the conversation gets the «Waiting for a manager» mark with the reason, and the account owner receives a push notification. The mark is cleared automatically when an agent replies to the customer.

URL

POST https://api.wazzabee.com/api-gateway/v1/conversations/handoff

Headers

Authorization: Bearer YOUR_API_KEY
Content-Type: application/json

Request body parameters

* Set either conversationId or chatId.

Request example

curl -X POST "https://api.wazzabee.com/api-gateway/v1/conversations/handoff" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "chatId": "77071234567",
    "reason": "The customer asks about a refund, a manager is needed"
  }'

Successful response (200 OK)

{
  "success": true,
  "conversationId": "uuid",
  "awaitingManager": {
    "since": "2026-09-30T12:00:00.000Z",
    "reason": "The customer asks about a refund, a manager is needed"
  },
  "message": "..."
}

When the mark is cleared

The mark is cleared by the first reply from a person: from the dashboard, from the chat in your CRM or through POST /v1/messages/send without the automated flag. Bot messages sent with "automated": true, auto-replies and broadcasts do not clear it. So the bot can immediately tell the customer «Connecting you to a manager», and the agent will still see the mark.

Possible errors