A handoff the next person can use.

01 / Customer → coordinator

Begin with the agreed request.

Record what the customer asked for in plain language. Keep the source available and distinguish a requested outcome from a commitment your team has actually made. A preferred appointment window, for example, is not yet a confirmed appointment.

• What work or outcome is being requested?
• Which details are confirmed by the source?
• Which constraints or dependencies matter to delivery?
• What information is missing, and who will ask for it?

AI can draft a summary from approved source material. Instruct it to label missing information explicitly rather than fill gaps with a plausible answer.

02 / Coordinator checks

Verify before passing it on.

The coordinator compares the draft with the source. Check names, requested work, attached context and the status of any commitment. Remove interpretation that the source does not support.

Give the handoff one named owner and one observable next action. “Follow up” is vague. “Coordinator asks the customer to confirm access arrangements before assigning the job” tells the next person what must happen.

03 / Coordinator → delivery

Ask delivery to acknowledge.

A sent message does not establish that the receiving person understands or accepts the work. Create a visible acknowledgement step in the workflow, with a way to raise a question or return an incomplete handoff.

The delivery owner should be able to see the request, relevant context, outstanding dependencies and the action expected of them. Once the person confirms the next action, update the customer record from the same agreed information.

Agree an escalation route for unacknowledged work. Choose the timing with your team; do not let an AI system invent an obligation or silently assign ownership.

04 / When the request moves

Make changes a fresh decision.

If a customer changes the work after handoff, preserve the original request and show what changed. Route the change to the coordinator or another named decision owner. Ask delivery to acknowledge the impact before confirming a revised commitment.

AI may help compare the new message with the agreed record and prepare a change summary. A person decides how it affects scope, timing, ownership and customer communication.

05 / Delivery → shared record

Close the loop with a record.

Completion should leave the next person with an understandable account of what happened. Record the work completed, any outstanding item and whether another action is needed. Keep the customer update aligned with that record.

Review a small sample of completed handoffs. Look for recurring missing fields, unclear ownership and corrections that required extra investigation. Use those observations to improve the template or process before adding more automation.

Explore the decision

Try a handoff scenario.

Change the example below to see how a coordinator’s next action changes. This planning aid runs in your browser and does not submit a request to Flowtivity.

Before using live information.

Agree the data, access and review rules for your organisation. Use approved tools and only the information needed for the task. The sources below provide starting points for responsible adoption, privacy and security discussions.