Rewrite a Summary for Handoff
Create a handoff summary that preserves issue, actions tried, evidence, and next owner. through a worked activity.
Nora takes over a chat at minute 27. The customer writes, "I already explained this twice." The AI summary says "customer has login problem," but omits the SSO domain, the error code, and the fact that reset email already failed. Summarize: A good summary lets the next agent act in the first 30 seconds. The common shortcut is to trust the AI artifact because it is coherent. Coherence is not the same as customer-specific truth, verified ownership, or a safe promise. Before AI draft: "This is fixed now. Thanks for your patience." After Verified reply: "The fix is not complete…
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