How to hand off a customer conversation to the right team
A customer writes in and the question belongs to another team. When a handoff loses the history, the customer has to explain everything again. The point of a proper handoff is to avoid that: the conversation moves to the right team with its history attached.
- Opening a conversation together with its history
- Choosing the right team and leaving a short internal note
- Editing the AI reply draft and sending it as a team member
Step by step
Open the conversation and its earlier messages
Pick the conversation from the inbox. Earlier messages sit on the same screen, so you do not have to look them up elsewhere.
Take over the conversation
The conversation is assigned to you and the reply box opens. The team can see who is handling it.
Choose the right team
Hand the conversation to a team or to a single agent. The receiving team sees the conversation history as it is.
History travels with the handoffLeave a short internal note
Write one sentence so the next person understands the case without reading it all. The note stays inside the team and never reaches the customer.
Open the AI reply draft
Chatinbox reads the conversation and prepares a draft reply.
Draft preparedThe draft lands in the reply box
Nothing is sent. The draft waits in the reply box to be edited.
Edit and check it
Compare the text against your own records and change whatever needs changing. The accuracy check belongs to the team member.
Human check requiredSend the message yourself
A team member sends the final message. The decision to send always stays with a person.
Sent by: team memberWhat Chatinbox does and does not guarantee
It does
- Show the conversation history to the authorised team
- Hand the conversation to a team or an agent
- Keep internal notes that stay inside the team
- Prepare a reply draft
It does not guarantee
- Sending the draft on its own
- Automating orders, shipping or outcomes
- Any percentage gain in sales, speed or productivity
Want to see this on your own team?
In a 15 minute call we walk through it on your own workflow.
