8
Handoffs, Tickets & Records
Email handoffs and CRM tickets so nothing falls through.
8.1How and when the agent hands offYou want to know when the agent stops trying and brings in your team.8.2Email handoff & transcriptsYou want handoffs and conversation records delivered by email (the Starter path).8.3Save every conversation to your CRMGrowth & ProYou want a record of every conversation in your CRM, not just escalations.8.4Open a CRM ticket on escalationGrowth & ProYou want escalations to land as live, actionable tickets your team picks up.8.5Test your CRM connectionGrowth & ProYou want to confirm tickets will be created before relying on it — or tickets stopped appearing.8.6Set transcript & escalation emails and fallbacksYou want to control where handoffs and transcripts go, and what contact options shoppers see if all else fails.