A handover note is what an AI agent gives a person when it passes on a customer: why it is handing over, what the customer wants in their own words, what has been done, what they were told, and what must not be asked again. A good note lets the person take over in 30 seconds, with nothing repeated.
Why does the handover note matter so much?
Customers judge an AI agent less by what it handled than by what happened when it could not. A handover that forces them to start again tells them the agent was a barrier. A handover that picks up exactly where the agent stopped tells them the agent was the first step of good service. That is the case made in the handover to a person is where support agents are judged.
The note is also a record. It shows why the agent stopped, which bound decided, and what was promised, so the person can keep the promise and a reviewer can check the decision.
When should the agent write one?
On every escalation, whether the customer moves to a live person now or joins a queue for later. The triggers themselves are covered in when an AI support agent should escalate to a person.
There are two versions. For a live transfer, such as a call or chat moving to a person, the note must be readable at a glance, top three lines first. For a queued case, it can be fuller, because the person will read it before contacting the customer. The mechanics of live transfer are in how to let an AI agent transfer calls to a person.
How do you fill in each field?
- Reason for handover. The trigger and the bound that decided, in the verdict's words.
- Customer's goal. One sentence, ideally quoting them.
- Identity status. Verified, partly verified, not verified.
- Done so far. Actions taken and their results, with times.
- Told or promised. Quoted. The person must not contradict it by accident.
- Facts gathered. Short, each with its source.
- Do not ask again. Information the customer has already given.
- Customer state. Upset, in a hurry, vulnerable; only what was observed.
- Open questions. What the agent could not resolve.
How the agent condenses a long conversation into these fields is covered in how to summarise a case for handover with an AI agent.
The handover note template
| No. | Field | Entry |
|---|---|---|
| 1 | Reason for handover (trigger and deciding bound) | |
| 2 | Customer's goal, in their words | |
| 3 | Identity status | |
| 4 | Customer state and any flags | |
| 5 | Done so far, with times | |
| 6 | Told or promised to the customer | |
| 7 | Facts gathered, with source | |
| 8 | Do not ask again | |
| 9 | Open questions | |
| 10 | Channel, time waiting, case reference |
For live transfers, put fields 1, 2 and 4 first. Everything else can follow.
A filled sample: card declined abroad
| No. | Field | Entry |
|---|---|---|
| 1 | Suspected fraud signal: customer reports a card payment they did not make; fraud matters go to a person | |
| 2 | "My card got declined at the hotel and I've just seen a payment I don't recognise." | |
| 3 | Verified: passed security questions and one-time code | |
| 4 | Stressed; abroad; says they have no other card with them | |
| 5 | 14:02 explained the decline: card blocked by fraud system after an unrecognised online payment of 340 | |
| 6 | "I'm passing you to our fraud team now. You won't need to repeat your security details." | |
| 7 | Card blocked at 13:40 by fraud system (card ledger); unrecognised payment of 340 to an online retailer (card ledger); customer is in a hotel abroad (customer statement) | |
| 8 | Security details; travel dates; hotel name | |
| 9 | Whether the customer needs emergency cash or a replacement card abroad | |
| 10 | Live chat; waiting 3 minutes; case reference on file |
Field 6 creates a duty for the fraud handler: the customer was promised they would not repeat their security details, so the handler must rely on the agent's verification record. Field 9 tells the handler what the customer is actually worried about, which is not the 340 but getting through the next two days abroad.
How is this different from a credit referral note?
A credit referral is a specialised handover for lending decisions, with the credit facts and options an officer needs; see the credit referral note template. This template is the general form for any support conversation. Both share the same principles: name the deciding bound, quote what was promised, and never make the customer start again. The wider approach is in the AI support agent that knows when to say no.
Questions people ask
Should the agent suggest what the person should do?
It can list open questions and options. Avoid a recommendation that anchors the person, especially where the handover was triggered by a judgement the agent was not trusted to make.
Should the customer see the handover note?
Not usually, but write it as if they might. Neutral, factual wording avoids problems if the customer later asks for their data.
How do you test handover quality?
Ask the receiving staff to rate notes on a sample: could they act without asking the customer anything already covered? Missing fields become certification cases.