When we are having a conversation on WhatsApp, sometimes we need that conversation to be transferred to another team or it is a conversation that will take longer to be resolved.

For example, when there is a bug that we need to transfer to the technology team and, therefore, it will take longer for it to be solved. The problem with a WhatsApp channel is that if you don't keep that conversation open, you lose the 24-hour window to continue that conversation. And then what ends up happening is that you can't easily get back to the customer.

An alternative for our customers today is to send an email to the customer, but this creates a new ticket and messes up the data a bit, in addition to making it more difficult to access the history.

Allow, in an automated or semi-automated way (one button) for a WhatsApp service to be continued via e-mail.

We already have this feature for chat and the idea is to make it available for WhatsApp as well.

At the end of the day, when this is transformed, the idea is that the customer receives a message saying that the call has been transformed into an e-mail and that it will continue there. And any response that the customer gives from then on will open a new call.