Hand a customer conversation to the next teammate
Preserve the customer request, private context, responsible teammate and next action when changing shifts or escalating a conversation.
A handover should tell the next person what to do
Keep the customer conversation in its existing inbox and thread. Use assignment and a concise Private note so the next teammate can continue without asking the customer to repeat the history.
An agent needs both the appropriate role and access to that inbox. Assignment does not grant inbox access by itself. Check collaborators before relying on the handover.
Prepare the handover
- Read the customer's latest request and check whether the current work is complete or still waiting.
- Switch the composer to Private note, not Reply.
- Record the request, what has already been done, the unresolved question and the next action. Link to the relevant business record where your team has one.
- Assign the conversation to the responsible agent or team. Choose one clear next owner.
- Check the assignee and status after the change. The receiving teammate should find the conversation through the appropriate assigned-work view.
Keep internal analysis and customer-data handling instructions out of a customer Reply. Review the composer mode and recipient immediately before submitting.
Illustrative private handover
Customer asks for an update on the replacement. We confirmed the item but still need the dispatch answer. Next action: check the existing order with the dispatch team and reply to the customer. Owner: the assigned support teammate. Do not describe dispatch as confirmed until the order record says so.
Use the real source record and next step for your customer. Do not copy private customer details into an unrelated conversation or general-purpose document.
Resolve only the work that is complete
Resolving a conversation is different from sending an acknowledgement. If another team still owes an answer, preserve the open work and assignment rather than resolve it to clear the queue. For a commitment that needs durable ownership or a due date beyond the conversation, use your enabled work process, such as an owned Boni Task.
Check access and privacy
A restricted role may intentionally hide contact details. Do not work around it by pasting the customer's number into a note; use the permitted record and supervisor escalation. Contact masking does not redact identifiers someone already typed into a message.
See Daily conversation work, agent access troubleshooting and Customer Rooms for continuing customer collaboration.