Live Chat to Ticket: The Clean Handoff Playbook
How to hand off chats without losing context and trust.
TL;DR: How to hand off chats without losing context and trust.
When chat is enough — when you need a ticket
- Complexity, tracking, SLAs
Handoff template
- Summary
- Next step
- Owner
Internal notes
- What agents need, not customers
Follow-ups
- When customer goes offline
- Automatic reminders