The Handoff Follow Up feature allows agents to create an ad hoc follow up task from an active communication to a Property Manager or the Call Center. This includes inbound, outbound, and task follow up comms.

Handoffs can be created for both known and unknown callers and include options for phone lookup, facility changes, context notes, and skill tags.

Demo video: Creating a Handoff Task

Creating a Handoff Follow Up

1. Within the active conversation click the menu button and select Handoff Follow Up.

   

2. Confirm the facility or change it if the follow-up needs to be handled by another property. Hover over the facility field to see edit icon appear

   

3. Confirm the contact using the existing customer information linked to the call or phone lookup for unknown callers.

   

4. Choose the task type: Handoff to Property Manager or Handoff to Call Center.

   

5. Add context notes explaining the customer's request and any actions already taken.

   

6. Add a skill tag if applicable.

   

    

7. Submit the handoff by clicking Create as a Follow Up Task. Note that the when to create field cannot be changed at this time. The task will default to populate today for now. 

   

    

Best Practice: Include enough context for the receiving agent to continue the conversation without requiring the customer to repeat their request.

8. Complete the open communication when ready by choosing a resolution and closing it out as normal. 

Manage Handoff Tasks

To find the handoff task, agents can filter by task type:

From the task, agents can:

• Start – Review the task details and history then begin working the follow-up.
• Finish – Complete the follow-up.
• Release – Return the task to the available queue for another agent or later follow up if necessary.