Nothing frustrates a customer more than repeating themselves. A good handoff passes the full story to the right person in one step.

Share context, not just a transcript

Give agents a short summary, the detected intent and the steps already taken. They should be able to reply within seconds of opening the conversation.

Tell customers what happens next

Set expectations with a clear message about who will reply and roughly when. Honesty about wait times builds more trust than a fast but empty response.