What arrives in Telegram
The notification identifies the OLX account, buyer, chat, latest message, and reason for the handoff. The chat receives Human status so that an automatic reply cannot overtake the seller.
The reason should identify a genuinely unknown condition. If the seller has already recorded an unambiguous yes or no in settings or additional information, the bot can answer on its own and should not create an unnecessary handoff.
Replying with a short instruction
- Choose the reply action with an instruction.
- Write a few words that capture the seller’s decision. You do not need to draft the buyer-facing message.
- Choose whether the knowledge applies only to this conversation or should be added to the listing for future chats.
- Vidkov reads the full OLX conversation, writes a natural reply, and returns the bot after the message is sent successfully.
When to keep knowledge inside one chat
A one-time agreement, individual discount, exception for one buyer, or temporary condition should remain in that conversation only. It must not affect answers to other buyers.
When to add knowledge to a listing
A stable fact about a specific listing can be added to its Additional product information. New text is stored as a separate paragraph without erasing existing notes. If the listing changes substantially and the saved information conflicts with the new description, the seller receives a warning and can edit or remove that context.
How to hand off a conversation without losing the buyer
Telegram handoff is for an answer that depends on a human decision, not for an ordinary question the system should understand. The seller needs enough context to act quickly: who wrote, which listing opened the chat, what has already been discussed, and what decision is expected. The buyer should never see internal explanations or feel an abrupt switch between an assistant and the seller.
Which questions should be handed off?
Personal discounts, exchanges, reservations, unusual delivery, changes to a set, and other conditions only the seller can approve. Questions about documented specifications, the listed price, or a described condition should not be handed off automatically. A clear boundary saves time and avoids unnecessary pauses.
What should a notification contain?
The account name, buyer, listing, recent meaningful messages, and a concise description of the required decision. The seller should not need to open several screens just to understand why they were notified. At the same time, a notification should not become a technical report filled with internal field names.
How should the seller respond after handoff?
Continue the same conversation in the seller's own voice. Give the decision and next step immediately rather than retelling the full history. If automatic mode later resumes, it must see the seller's new messages so it does not contradict a condition that has already been agreed.
Why must the original buyer message remain visible?
The original wording conveys tone, detail, and often several intentions at once. A summary helps orientation but cannot replace the text. When the seller sees only an automated classification, they may answer a different question or overlook a small detail that changes the decision.
How can an urgent chat avoid being missed?
Enable notifications for the working Telegram chat and test them immediately after connection. Configure quiet hours and a clear continuation mode for times when nobody can answer. The handoff must also remain visible in the cabinet if an individual Telegram notification is temporarily unavailable.
When should automatic replies resume?
After the seller has made the decision and that answer is present in OLX history. If the agreement requires an extended personal exchange, keep the chat in manual mode until it is complete. Resuming without the latest seller message causes contradictions and repeated questions.
Mistakes in the handoff process
- Sending every unusual phrase to a human even though the answer exists in the listing and needs no seller decision.
- Showing only an internal topic label without the original buyer message and the preceding part of the conversation.
- Telling the buyer about models, sources, missing data, or internal routing instead of writing a natural seller response.
- Resuming automatic mode before the seller's decision appears in chat history and becomes part of the active context.
- Relying on Telegram alone without verifying that the unresolved conversation is also stored and visible in the cabinet.
A team should decide who owns each type of handed-off decision and the expected response time. A sales manager may approve a standard discount while an owner handles exceptional terms or a complex exchange. Buyers do not need to see this internal rule, but it shortens the pause after notification. Periodically review several completed handoffs and ask three questions: was human action genuinely required, did the seller receive the full original message, and did the chat continue without contradiction? If listing data could have answered it, improve the card or note so the next buyer does not wait. If it was a personal decision, ensure automation did not attempt to replace the seller. The human response should include a practical next step such as delivery choice, reservation confirmation, or one necessary detail. Handoff then becomes a smooth part of the sale instead of an emergency stop.
Test the authority boundary directly. Ask for a documented fact, then a seller-owned decision, and after the human response ask a normal follow-up. The expected path is a direct fact, one contextual handoff with the original message, a human decision, and a correct continuation without handing off the same issue again. Confirm that the buyer sees no internal status, model name, or source explanation.