Sending messages to agent(s) using Whatsapp Business

It seems that the usual use case when using Whatsapp business api is customers initiating conversations with a business from their personal Whatsapp account, and the business can reply with automated messages such as order status. But does it support the use case of customers using a chatbot on a website, then escalating to human support with agents who are using Whatsapp business? In other words, the API is being used to communicate with agents of the business, rather than their customers.

There seems to be a limitation that the Whatsapp user has to send the first message before the business can reply. This makes sense for the first use case where a customer will usually be initiating something like getting an order update, but not for the case where you want to send a question from a customer in the chatbot to the agent in Whatsapp.

Whatsapp business does support the idea of multiple agents dealing with conversations, but can these conversations be created with the API as if coming from customers?