AI handoff emails now show the chat and how urgent it is
The email your team gets when Meta Business Agent hands over a conversation now carries a short AI summary, the latest messages and when to reply by — so you can tell at a glance what needs you first.
Released 6 October 2026
When Meta Business Agent hands a conversation to your team, the email now tells you what the customer wants and how soon you need to reply — without opening the inbox.
What's new
- A short AI summary. One or two sentences on what the customer is asking for and why the chat needs a person.
- The latest messages. The last few messages before the handoff, labelled Customer, AI agent, Your team or Automation, with the customer's latest message picked out.
- The details that set the pace. The customer's number, the business number the chat came in on, when the handoff happened and Reply by — the end of WhatsApp's 24-hour window for a free-form reply. If the window has already closed, the email says a template message is needed.
- Urgent ones stand out. A customer who is ready to buy or asked for a person gets a subject line that says so, for example "Ready to buy — Priya needs your team".
Worth knowing
- Finished chats are a heads-up, not an alarm. When the agent wraps a chat up itself, you still get told, but the email reads "The AI finished a chat with …" and nothing is waiting on you.
- The summary is a convenience. If it can't be written in time, the email still arrives with the messages and details. It doesn't use your workspace's AI budget.
- Nothing to set up. It works wherever AI handoff notices already reach you; turn them off under notification preferences as before.