In one possible setup, n8n receives a WhatsApp enquiry, an agent extracts product, quantity, and budget details, and the enquiry is saved in Busabase. When staff take over an issue, the bot should stop interjecting.
Should handoff state belong to the customer, the enquiry, or the conversation record? I'd like to see the current handler and the last message handled, with the agent continuing only after someone explicitly resumes automated handling.
Put the handoff state on the conversation / enquiry record, not only on the customer profile. One customer can have several open threads; staff take over *this* chat, not the person forever.
(Diagram: mode gate on the conversation; n8n reads the gate before any agent reply.)
1. Conversation (or enquiry) fields, for example:
2. When n8n receives a new WhatsApp message
Read that conversation’s handling mode first: if human, store the message and skip the agent reply; if auto, extract product / quantity / budget and write back to Busabase.
3. Staff takeover / resume
(Local demo: add handling-mode fields on the conversation table in Base design.)
Customer-level fields (VIP, default preference) can exist, but they should not be the live handoff switch by themselves.
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