Write summaries that survive the handoff
Summarize a support conversation as case, current state, and next owner.
The move: summarize for transfer, not for nostalgia. A support summary is a continuity tool, not a recap works when the agent checks for the support function the customer actually needs, not just for tone. The note should tell the next person what case they inherited, what is true right now, and who must act next or what dependency remains unresolved. What strong teams do Strong teams write summaries for the receiving agent. They compress the issue, the verified state, and the next owner into a note another human can use under time pressure. Common trap Chronological recaps feel comprehensive…
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