The handoff is the product

An agent that solves 70% of cases and dumps the rest into a queue with no context feels worse than no agent at all.

Design the hard 30%

We design the handoff before the happy path: who gets the case, what they see first, and what the agent has already tried.

Write like a colleague

Handoff notes are short, plain and specific. "Customer wants a refund on order 4471; outside the 30-day window by 3 days; suggest store credit" beats a transcript every time.