Guides › Customer Support
Hand over a customer case without losing anything
Turn a long, messy email or chat thread into a short handover note so a colleague can pick up the case without rereading everything.
When to use it
Before holidays, shift changes or passing a case on
Step by step
Copy the whole thread
Open the email or chat thread and copy it all, oldest message first if possible. Replace bank details and passwords with [removed].
Ask for a handover note
Paste the thread into your AI assistant with this prompt.
Prompt to copyTurn this customer support thread into a handover note for a colleague. Thread: [paste]. Use these headings: Customer and issue (2 lines), What's been tried, What we've promised and by when, Customer's mood and preferences, Open questions, Next step (one clear action). Keep it under 200 words. Quote any exact promise word-for-word. If dates or amounts conflict in the thread, flag them.Send it with a link
Post the note in Slack, Teams or email to your colleague, along with a link to the original thread.
What you get
Customer and issue: Amira, kitchen tap leaking after install on 2 June. Tried: washer replaced 9 June, still dripping. Promised: 'a plumber visit before Friday 16th'. Mood: patient but tired of chasing; prefers text. Open: is the tap under warranty? Next step: book plumber and text Amira a time today.
Tips
- The 'promises' heading is the most valuable; broken promises are what turn a case into a complaint.
- Keep handover notes in the same place each time, like a pinned Slack thread or shared doc.