How the AI hands a hot lead to a manager with a summary in a Telegram group
The Craft AI agent spots a customer ready to buy, writes a summary for your manager, sends it to your leads group in Telegram and goes quiet in that chat.
The Craft AI agent notices a customer who is ready to buy, writes a short summary for your manager — task, known details, chosen option, stage, contact and next step — and sends it to your leads group in Telegram. After that the agent goes quiet in that chat and a person takes over.
Who it's for#
- You have a sales team or at least one manager, and you want them to get warm customers, not every message.
- The agent already replies in Instagram Direct or in Telegram (in the bot's private chat or in your personal account via Telegram Business).
When the agent hands a customer over#
With Hand ready-to-buy leads over to you on, the agent hands over a customer who:
- is ready to buy;
- left a phone number or email;
- asks for an invoice or a quote;
- asks to talk to a manager;
- says nobody has got back to them.
What happens at handover#
- The agent writes a summary for your team. The customer doesn't see it.
- The summary goes to Telegram — to the leads group or to selected people.
- Only if the summary was delivered does the agent tell the customer they've been handed over. If not, the agent doesn't promise a call — it says a team member will reply in this chat.
- The agent goes quiet in the chat. To bring it back: Dialogs → the customer's chat → Hand back to bot.
The agent won't hand over the same customer again within half an hour — the group gets one request.
How to connect a leads group#
- Connect your Telegram bot under Accounts.
- Add the bot to the leads group and make it an admin.
- Open Automations → AI agent and turn on Hand ready-to-buy leads over to you.
- Under the switch, pick the bot, tap Refresh list and tick the group.
- Tap Send a test — a test message lands in the group, and each recipient shows whether it was delivered and, if not, why.
- Save the agent settings.
⚠️ If no group is selected, the summary goes to your private chat with the Craft bot — and only if it can message you. Picking a group is more reliable.
🔴 The bot must be an admin of the group. Otherwise the test shows the message wasn't delivered, and requests won't reach the group.
Settings worth knowing#
Strict handover — for teams that only want ready leads. The agent hands over a sale only when it's clear what the customer needs and the customer has left a phone, email or messenger themselves. An Instagram username doesn't count as a contact, though it's always in the request. On "how much is it" or "send the catalog" without details, the agent keeps consulting. Requests for a human and service problems are handed over as usual, but marked "asks for staff" or "service problem" instead of "ready to buy".
After handover — only if the customer is waiting — by default every later customer message also goes to the group. With this switch the group gets one request, plus one reminder only if the customer says they're waiting, no one has replied to them, and an hour of working time has passed since the handover (Mon–Fri, 09:00–18:00 Moscow time).
Lead only — no service note and no Craft link — removes the note about the paused agent and the "Open chat" button from the group message.
💡 If a team member has already written to the customer — from the Instagram app or from Dialogs — the agent sees that and doesn't create a new request for this customer.
💡 Craft doesn't see phone calls or chats in other messengers, and the reminder says so.
Where to see what was sent#
The agent page has a Recent handoffs block: who was handed over, when, whether it was delivered, and which recipients failed and why. You can open the summary there. The agent's 30-day stats show how many customers it handed over. You can also ask Claude or ChatGPT which requests went out and whether they arrived via the MCP connector.
A real example of the agent with handover: AI sales manager case.
Not available yet#
- Handover to a CRM. Requests go only to Telegram — to a group or to selected people.
- The agent in VK, MAX and WhatsApp — it works in Instagram and Telegram.
- After a handover and while paused, the agent sends no materials from funnels.
FAQ#
Does the customer see the summary?#
No. Only the Telegram recipients see it; the customer just gets a line saying they've been handed over.
What if the agent said "I've passed you to a manager" but didn't file the request?#
The request still goes out: Craft checks the reply text. Instead of a summary, it contains the customer's last message.
Can requests go to several people instead of a group?#
Yes, the summary goes to the leads group or to selected people.
How do I bring the agent back after a handover?#
Dialogs → the customer's chat → Hand back to bot.
The customer writes again after handover — will the agent reply?#
No, the agent stays quiet, and the customer's message goes to the same recipients as the request (unless "After handover — only if the customer is waiting" is on).