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When to hand over, what to say, and what goes with it.
| Trigger | What it says | Passes on |
|---|---|---|
| Asked twice, not resolved | I am not getting this right. Putting you to [name], with what we have covered. | Full transcript, the two attempted answers |
| Customer asks for a person | Of course — [name] will pick this up. Nothing you have typed is lost. | Transcript and the record in view |
| Answer needs a permission it lacks | That sits behind a permission I do not have. [name] can see it and will reply here. | The question and the record ID |
| Billing dispute | This one should be a person. Sending it to finance with the invoice attached. | Invoice number, amount, the disagreement |
| Anything about cancelling | I will get somebody rather than talk you through this. | Account, tenure, what prompted it |
| Frustration detected twice | I am handing this to a person now. | Transcript, no summary — let them read it |
| Outage suspected | This looks wider than your account. Raising it and staying on the thread. | Symptoms, time, affected feature |
| Legal or data request | This has to go to a person. [name] will reply within one working day. | The request verbatim, nothing paraphrased |
The passing-on column is the whole point. A handover without context makes the customer start again, which is worse than not handing over.