Understood!  Check out https://dev.sprinklr.com/omnichannel-handover-protocol-blueprint it should contain all the steps and methods necessary to accomplish this!

Yes, your flow is supported natively within Sprinklr using the Omnichannel Handover Protocol and Case Management Framework 

Here's how each step aligns:

1. Customer sends a WhatsApp message → Sprinklr listens for incoming messages via webhook and creates a case using the Case Maker rule engine 
2. Third-party bot engages → The bot can respond using Sprinklr’s Publish Message API and manage conversation context via webhooks.
3. Bot resolves query → The bot can close the case using Sprinklr’s Close Case API or macros.
4. Bot escalates to agent → Use the Pass Control API to transfer thread control to Sprinklr. The case is assigned via the Assignment Engine 
5. Agent responds → Agents reply via the Care Console, and responses are tracked using webhooks.
6. Customer replies again → The conversation can be routed back to the bot using the Release Control API, or kept with the agent depending on context.

To ensure smooth operation, here are some recommended configurations:

• Webhook Setup: Ensure your bot platform is subscribed to key Sprinklr webhooks like case.created, message.published, thread.control.updated, and case.update 
• Thread Control Management: Use Sprinklr’s Rule Engine and Macros to automate thread control actions (Pass, Acquire, Release). These can be triggered manually or conditionally 
• Global Queues: Configure queues for routing cases and messages efficiently. This helps with agent assignment and workload balancing. 

Here are some additional Tips for Smooth Bot-Agent Handover:

1. Context Preservation: Ensure the bot adds a note to the case before handing off to the agent. This helps agents understand the conversation history 
2. Macro Usage: Use Case Macros to automate actions like assigning agents, adding notes, and updating case status.
3. Fallback Logic: Implement fallback rules in the bot to detect when escalation is needed (e.g., sentiment analysis, repeated queries).
4. Re-transfer Logic: After agent resolution, use Release Control API to return the thread to the bot if needed.

Hope this helps!  Any questions LMK!