Bolnivo human handoff: AI plus a staff inbox with live chat takeover

AI plus staff inbox: one place for every channel

Every WhatsApp, Instagram, Messenger and website conversation appears in the Bolnivo inbox with the full history. Your team can read what Bolnivo said, see which conversations are waiting for a person, and reply directly. The reply goes out on the customer's own channel, so the customer keeps talking in the same chat.

When Bolnivo hands over

In each case the conversation is marked as waiting for a person, and the business owner gets an email alert with a link to the chat.

• The customer asks for a person, in English, Roman Nepali or Nepali
• The customer makes a complaint
• The question is not covered by your information, so Bolnivo won't guess
• A message describes an emergency: Bolnivo tells the customer to call or visit directly and alerts your staff
• A conversation keeps going in circles without being resolved

How live chat takeover works

A staff member can take over any conversation with one click, or simply reply from the inbox. While a staff member is handling the chat, Bolnivo stays silent on it, even if a message arrives while Bolnivo is drafting a reply. Staff can hand the chat back to Bolnivo when they are done, and if nobody does, Bolnivo resumes automatically two hours after the last staff reply.

On Messenger and Instagram, staff replies are sent with Meta's human-agent tag, which allows replies after the usual 24-hour window. On WhatsApp, the inbox tells you if the customer's 24-hour window has closed.

How to set up human handoff in Bolnivo

1. Add your team members to the Bolnivo dashboard.
2. Make sure the owner's email is correct so handoff alerts arrive.
3. Open the inbox, filter to conversations waiting for a person, and reply.
4. Use Take over to pause Bolnivo on a chat, and Release to hand it back.

Frequently asked questions