waplyGuide
WhatsApp AI call handoff to a human in Kommo with Waply Callcenter
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Yes. With Waply Callcenter (USD 199/mo), a Voice AI agent on a WhatsApp call can hand the live call to a person on your Kommo team. The AI tells the caller to wait, rings your team in up to 3 routing steps and, if no one answers in time, takes the call back with a notice and can log a note, task or stage change in Kommo.
This guide is for Kommo teams that use, or are evaluating, a Voice AI agent on WhatsApp calls and need a person to step in during the call. It explains which plan includes live call handoff, how the handoff works, who receives the call, what happens if nobody answers and how it differs from text chat handoff.
Free 3-day trial, then choose the plan that fits.
Can a WhatsApp AI call be transferred to a human in Kommo?
Yes, on the Waply Callcenter plan. Voice AI on its own (USD 89/mo) answers WhatsApp calls with AI but does not transfer the live call; your team follows up from the Kommo lead after the call. Callcenter includes everything in Voice AI and adds live AI-to-team call handoff.
Voice AI vs Callcenter
| Voice AI | Callcenter | |
|---|---|---|
| Price | USD 89/mo | USD 199/mo |
| WhatsApp numbers | 5 | 10 |
| AI agent answers WhatsApp calls | Yes | Yes |
| Live handoff of the call to your team | No | Yes |
How the live call handoff works
- Callcenter is off by default. You turn it on in the settings of the Voice AI agent that should hand calls to your team.
- You write handoff instructions that tell the AI when to transfer. The default is to transfer when the customer asks to speak to a person. Instructions can use Kommo values such as {{lead.name}} or {{contact.responsible.name}}.
- When the AI decides to transfer, it plays a waiting notice to the caller. The default notice asks the caller to hold while they are connected with a person.
- In the Waply widget in Kommo, Waply offers the call to the users in the current routing step, together with the reason for the transfer, the AI summary of the call, the contact name and the linked lead.
- The first user who accepts takes the call. The caller is connected with that person and the AI leaves the call.
The AI passes on what it already learned, so the caller does not have to repeat everything to the person who answers.
Who gets the call: routing steps
You set 1 to 3 routing steps. Each step rings for 5 to 60 seconds before the call moves to the next step.
Routing modes for each step
| Mode | Who is offered the call |
|---|---|
| Lead responsible | The Kommo user responsible for the caller's lead |
| All available users | Every available user on your team |
| Selected users or groups | The Kommo users or groups you choose |
- Default: the lead responsible for 10 seconds, then all available users for 20 seconds.
- Maximum total wait for the caller: 10 to 180 seconds (default 30 seconds).
If nobody answers
There are two cases: nobody is available, or nobody accepts before the wait time runs out. Each case has its own notice for the caller, and the AI keeps helping the customer on the same call.
For each case you can also, optionally, add a note to the Kommo lead, create a task (type, due from 1 minute to 7 days, default 15 minutes, assigned to the lead responsible or a selected user) and move the lead to a pipeline stage.
If the connection with the person drops during the call, the AI comes back with a return notice and continues the conversation.
Text chat handoff vs call handoff
Two different handoffs
| Text chat handoff | Call handoff |
|---|---|
| Message AI stops replying in WhatsApp chats | Voice AI hands a live WhatsApp call to a person |
| Your team continues in the chat | Your team talks to the caller on the same call |
| Available on plans with Message AI | Callcenter plan only |
What you need
- The Waply Callcenter plan.
- A WhatsApp number with calling enabled. Meta decides which numbers and countries are eligible for WhatsApp calls.
- A Voice AI agent with Callcenter turned on.
Callcenter limits: 10 WhatsApp numbers, 27,000 seconds (450 minutes) of managed voice, 180,000 seconds of BYOK voice connection, 60,000 seconds of call intelligence, 15,000 AI text credits and 5,400 seconds of audio transcription per month. Meta call charges are billed separately. The part of the call handled by a person also counts toward managed voice seconds and is recorded and transcribed, the same as the AI part.
If you only want calls in Waply and keep your messaging elsewhere, see the calls-only option. Waply Free includes human WhatsApp calls but no AI agents and no call handoff.
Pricing and plans
Callcenter costs USD 199 per month, USD 1,074.60 for 6 months or USD 1,910.40 per year. Plans go from Free (USD 0) to Basic (USD 18), AI 24/7 (USD 39), Voice AI (USD 89) and Callcenter (USD 199).
Frequently asked questions
Can a WhatsApp Voice AI agent transfer a call to a human in Kommo?
Yes, with Waply Callcenter (USD 199/mo). The AI asks the caller to wait and offers the live call to your Kommo team through routing steps. Your team accepts the call in the Waply widget in Kommo.
Which Waply plan includes live AI-to-human call handoff?
Only Callcenter. Voice AI (USD 89/mo) answers calls with AI but does not transfer the live call; the team follows up from the lead afterwards.
Who receives the transferred call?
The users in your routing steps: the lead responsible, all available users or selected users and groups. You set 1 to 3 steps of 5 to 60 seconds each.
What happens if no one answers?
The caller hears a notice and the AI keeps helping. Optionally, Waply adds a note, creates a task or moves the lead to a stage in Kommo.
Is this the same as handing off a WhatsApp chat?
No. Text chat handoff stops Message AI in a WhatsApp chat. Call handoff connects a live WhatsApp call to a person and needs Callcenter.
Do I still pay Meta for WhatsApp calls?
Yes. Meta WhatsApp call charges are billed separately from any Waply plan.
Is the human part of the call recorded and counted?
Yes. After the handoff, the call is still recorded and transcribed, and the person's part counts toward managed voice seconds, the same as the AI part.
Add a human fallback to your Voice AI calls
Install Waply in Kommo, try it for 3 days and choose Callcenter when your team needs to take live WhatsApp calls from the AI.
Free 3-day trial, then choose the plan that fits.