i mean open the whatsapp in my phone to respnse directly and normally if the bot didnt understand the costumer

Hey there, Botpress offers HITL via Zendesk. There are also other work arounds like https://github.com/botpress/inbox although its not being maintained, and haven't been for a while. Also this option https://discord.com/channels/1108396290624213082/1237802360953376869