Behavior and rules

WhapiBot agent behavior rules and transfer to a human.

Access

1. Go to Administración → WhapiBot.
2. Open the agent.
3. Open the Comportamiento tab.

What the rules control

In Comportamiento you define when the agent acts automatically: conditions (customer intent, sentiment, funnel, keywords, etc.) and actions (messages, field updates, appointments, transfer, and other actions available in the selector).

Transfer to a human

You can configure rules to hand the conversation to a team member. Typical verified actions:

• Transferir al usuario (Transfer to user) — passes the conversation to a human agent.
• Ofrecer transferencia (Offer transfer) when the customer asks to talk to a person (templates such as «Hablar con humano» / Talk to a human).

When transferring you can indicate whether a summary is generated and what message the customer receives.

How to create a useful rule

1. In Comportamiento, create or edit a rule.
2. Define the condition (for example: the customer wants to talk to a human, or shows anger).
3. Choose the transfer action or another action from the catalog.
4. Save and make sure the rule is active in the correct scope.

Best practices

• Keep tone and identity (tab Ajustes) separate from technical actions (tab Comportamiento).
• Test transfer rules first on clear cases (explicit request for a human, complaint, anger).
• Do not rely on a simulator: that view is Próximamente (Coming soon) and is not available to validate rules.