When should the assistant hand over? Rules for smooth transfers
A good assistant does not try to solve everything; it knows when to pass to a person.
Handover triggers
Hand over when the customer asks for a person, for complaints or urgent cases, or when the answer is not in the knowledge base. Write these triggers clearly at setup.
What happens after hours?
If no one is available, the assistant summarises and leaves a callback note. Telling the customer honestly when they will hear back builds trust.
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