Staff are alerted when a customer asks for a person, and the assistant never goes silent.
When a customer asks for a human, or confirms they want to be connected, GECA flags the conversation for your team and can share a direct number. The assistant keeps helping until someone takes over.
I want to talk to the manager about a bulk order
Our store team has been notified and will be in touch. You can also reach them directly at 0300 0000000.
While you wait, I can share prices for larger quantities. How many pieces are you planning?
What happens when a customer asks to talk to a person?
The GECA assistant only escalates in two cases: the customer clearly asks for a human, or the assistant offers to connect them and they say yes. It then marks the conversation as needing attention in your dashboard, tells the customer your team has been notified and, if you set one, shares a direct phone number. It does not stop replying. Routine questions such as payment options, prices or hours are answered directly and never trigger an alert.
Included on: Starter and above
The problem this solves.
Some conversations need a person
Bulk orders, complaints and special events deserve a human answer.
Bots that go quiet lose customers
Many bots stop replying after a handoff, leaving the customer waiting with no answer.
False alarms waste staff time
Escalating every payment question trains your team to ignore alerts.
Step by step.
- 01
Clear request or confirmed offer
An explicit ask for a person, or a yes to the assistant’s offer to connect.
- 02
Needs attention in the dashboard
The conversation is flagged for your team.
- 03
Customer reassured
They are told the team is notified, with your direct number if set.
- 04
Assistant keeps helping
Until a team member takes over from the dashboard, the assistant continues normally.
What it does, exactly.
No false alarms
Payment, price, hours and menu questions are answered, not escalated.
Direct number
Optionally share a manager’s phone number in the handoff message.
Full conversation history
Staff see the whole chat, cart and customer profile before replying.
Customer profile at hand
Lifetime spend, past orders and saved address sit next to the chat.
Never silent
The assistant does not say it is stepping back; the customer always gets a reply.
Works with voice notes
A spoken request for a person is recognised the same way.
What you control
- checkSwitch staff escalation on or off
- checkAdd the direct number shared with customers
- checkReview flagged conversations in the WhatsApp inbox
- checkChoose which customers the assistant replies to at all
Related features
Staff handoff: common questions
Straight answers before you switch it on.
Open it from the WhatsApp inbox in your dashboard, where it is marked as needing attention.
Yes. Payment questions are answered directly from your settings and never escalated.
Yes. Reply to all numbers, new customers only, or only an allowlist of numbers.
Attention alerts appear in the dashboard so your team can see which chats need them.
See it working with your own store.
Start free with 20 products and 10 test orders. Upgrade when you are ready for real orders, with 0% GECA sales commission.
- chatStep 1Tell us what you needA short message is enough to start.
- descriptionStep 2Get a clear proposalScope, timeline and price in writing.
- rocket_launchStep 3Launch with confidenceTested, handed over and supported.