Compress a chaotic thread into a real handoff
Apply a step-by-step summarization method to turn a long support thread into a handoff-ready note.
A customer and bot exchanged 30 messages about users bouncing back to the identity provider after MFA. The transcript includes browser checks, screenshot uploads, repeated frustration, and one late clue about an ACS URL mismatch. Case → verified state → next owner The trap is copying chronology. The next agent needs the diagnosis progress, not the chat history. Extract the failure mode Write the case line as: users complete MFA in the IdP but are redirected back to login instead of landing in the workspace. That line captures the fault pattern clearly enough to guide the next team. Promote only…
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