Automation · Customer service and scheduling
Hand a WhatsApp customer who asked for a person to a Keybe agent
An AI agent escalates the customer who asks for a person and a flow hands the Keybe conversation to your agent, with note and task, keeping the context.
How do I hand a customer who asks for a person to a Keybe agent without making them repeat everything?
When a WhatsApp customer asks to talk to a person, the Met escalates them with the reason and a summary, and sets the contact to the talk to a human status. That change triggers a flow, because the Keybe connector does not accept writes from the channel conversation. The flow reads the Smart Chat conversation, looks the contact up in Keybe, leaves an internal note with the reason and summary, transfers the conversation to the agent you defined and creates a follow up task. Later you can measure how long the agent took to reply. The customer gets a short notice that someone on the team will help them on the same channel, and the agent opens Keybe with the context already written.
What starts it
When a record changes state
A flow with the contact field updated trigger, on the status, when it changes to talk to a human. The WhatsApp Met sets that status when it escalates. The flow does not run from the channel conversation, which is why it can transfer, annotate and create tasks in Keybe.
A task that listens for a record being created, or for one of its fields moving to a specific value such as "Approved".
Who runs it
Support Met that escalates to Keybe
Customer service team
This is not a named, seeded Met. It is the Met that answers the business's WhatsApp. Its part ends when the customer is escalated with a reason and a summary a person can read; the handoff to Keybe is done by the flow, which is the only side where the Keybe connector accepts writes.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Keybe Sell and serve
- Meteor CRM Sell and serve
6 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Escalate in the conversation with reason and summary
When the customer asks for a person, the Met does not try to transfer them in Keybe: from the channel conversation those writes are rejected. It escalates with the Meteor CRM human handoff tool, which leaves the note with the reason, steps the Met out of the conversation and sets the contact to the talk to a human status. It tells the customer briefly that someone on the team will help them on that same channel.
- 2
Read the Smart Chat conversation
The flow takes the Keybe room id stored on the contact record and reads that conversation in Smart Chat, through a documented Keybe route. That confirms the room exists and what state it is in before moving it. If Keybe cannot find the room, the lookup fails and the flow, which stops on an error by default, transfers nothing.
- 3
Look up the contact and leave the note
The flow looks the contact up in Keybe by id or phone and adds an internal note with the reason, summary and phone, so the agent does not have to read the whole history or ask again. Both tools need their route configured in the connection; without it they fail closed and say what is missing, instead of making up a URL.
- 4
Transfer the room to the agent
With the context written, the flow transfers the conversation to the Keybe agent you defined, from the connection's default agent and inbox, through the documented Smart Chat route. Every write requires an idempotency key, for example one combining room, contact and date; without it the connector rejects the call.
- 5
Create the follow up task
The flow creates a task in Keybe assigned to the same agent, with a title, the case description and a due date, linked to the contact. That way the case does not depend on the agent seeing the notification in time: it sits in their pending list, where your team already works.
- 6
Measure how long the human reply took
Days later, someone on the team can ask for response times by agent, inbox or conversation over a date range. It is how you know whether the handoff worked or the customer was left waiting on the other side. This measurement also needs its route configured.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
Keybe token, appUUID, default agent and inbox
Keybe provides them or they are generated from the account with the right permissions. The default agent and inbox are the origin of transfers, and the appUUID is what Meteor compares against every notification arriving from Keybe.
-
The Keybe routes that are not public
Looking up the contact, leaving the note, creating the task and measuring times use routes specific to your account. They are declared in the connection's endpoints JSON, one per tool. The connection check lists which ones are missing, without showing secrets.
-
The Keybe room and contact stored on the record
The Keybe notification that reaches Meteor carries the Keybe room and contact of each message, but does not write them to the record: you store them in custom contact fields with a flow of your own that finds the Meteor contact. Without that data, the flow does not know which conversation to transfer.
-
The handoff flow and the target agent
It is built once in Meteor with the contact field updated trigger on the status and the id of the Keybe agent who receives the cases. It is worth testing it with an internal contact before switching it on.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not transfer from the WhatsApp conversation. The Keybe connector rejects every write coming from a channel; the handoff is done by the flow, and if the flow is not active the case is only escalated in Meteor.
-
It does not discard a repeated transfer on its own. The idempotency key is required, but the connector neither sends it to Keybe nor stores it, so two flow runs can transfer twice.
-
It does not message the customer through Keybe. Sending messages or templates needs a separate confirmation and this procedure does not use them: the Met gives the customer the notice in the conversation.
-
It does not make up Keybe routes. If a tool needs a private route that is not configured, it fails and names the missing one.
-
It does not pick the agent based on team load. It transfers to the agent you defined in the flow; spreading cases across several agents is a configuration decision.
FAQ
Questions about this automation
Because the Keybe connector rejects transfers, notes or tasks when the request comes from a channel conversation. On the other side of the channel is an external person, and those writes change the state of your account. The Met escalates, and the flow, which does not run from the channel, does the handoff.
No. The internal note carries the reason, summary and phone, and the task is assigned to the agent with the case description. The agent opens Keybe and reads the context before writing.
The tool fails closed and explains which route needs configuring. Meteor does not guess third party routes, because that would produce false queries. The transfer and the room lookup use documented routes and do not depend on that configuration.
With the human response time measurement by agent or by conversation. If the agent took hours, the problem is not the handoff but the team's coverage, and the number shows it.
Keep going
Other automations built on the same tools
Customer service and scheduling
Book, remind and reschedule appointments over WhatsApp
How do I let customers book over WhatsApp without double-booking anyone?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 10 real tools
- Needs:
- Meteor Scheduling · Meteor CRM
Customer service and scheduling
Support the developer integrating your API on WhatsApp, with your Postman collection
How do I answer, on WhatsApp, the questions of the developer integrating my API?
Customer service
- Starts:
- when the customer writes
- Steps:
- 6, with 6 real tools
- Needs:
- Postman · Meteor CRM
Customer service and scheduling
Answer "where is my order?" for Mercado Libre sales over WhatsApp
How do I answer the status of a Mercado Libre order without opening the seller panel?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 10 real tools
- Needs:
- Mercado Libre · Meteor CRM
Customer service and scheduling
Answer a Shopify order-status question over WhatsApp
How do I answer where a Shopify order is without exposing another customer's order?
Customer service
- Starts:
- when the customer writes
- Steps:
- 6, with 6 real tools
- Needs:
- Shopify · Meteor CRM
Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.