What your team gets when the agent hands over

When the agent passes a ticket to a person, it doesn’t just forward the conversation. It packs up what it knows.

What is in the package

• the reason it handed over
• a short summary: what the customer wants, what was checked, what was tried, and what is left
• the team it suggests should take it
• a draft reply your team can edit

When it hands over

• the customer asks for a person
• the topic is on the never-alone list
• a lookup or action fails twice, or your system can’t be reached
• an approval is turned down or runs out of time
• it reaches its limit on steps, cost or time
• the customer has said twice that the answers didn’t help

What the customer sees

The customer is told that a person on your team will follow up. From then on, their replies go to that person, not back to the agent.