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Hand Off Escalated Cases

Assign specialists with private notes and notify former owners

Use this Agent instantly or customize it - no programming needed

Hand off an escalated support case
Reads
  • Escalation alert
    Escalation alert

    Your team's escalation tag starts a handoff for an open case.

  • Case conversation
    Case conversation

    Your case and earlier replies show what the customer needs and what support tried.

  • Case status and tags
    Case status and tags

    Your case status and tags show whether the requested handoff still applies.

  • Current assignee
    Current assignee

    Your case names its current owner so the Agent can verify the assignment before changing it.

  • Owner email address
    Owner email address

    Your current owner's profile gives the Agent an address for the handoff notice.

  • Specialist routing list
    Specialist routing list

    Your routing list maps issue types to specialists and names a fallback lead.

Support case tool
Support case tool

Your support case tool shows case history and lets the Agent add private notes and change owners.
Support case tool
Is the case closed, untagged, reassigned, or already handed off?YesNo
Leave the case as it is.
Is the open issue unclear from the conversation?YesNo
Email the owner for the missing context.
Writes
  • Context request
    Context request

    Your current owner receives a request for the context needed to route the case.

Work email tool
Work email tool

The Agent uses your work email tool to notify former owners after reassignment.
Work email tool
Does no specialist match your routing list?YesNo
Email the fallback lead for a routing decision.
Writes
  • Routing question
    Routing question

    Your fallback lead receives the case link and a question about who should take it.

Is the former owner's email address unavailable?YesNo
Reassign the case and flag the missing email in its private note.
Writes
  • Specialist assignment
    Specialist assignment

    Your chosen specialist becomes the case owner.

  • Private handoff note
    Private handoff note

    Your case keeps the open issue, earlier replies, and next action in a private note.

Reassign the case with a private handoff note.
Writes
  • Specialist assignment
    Specialist assignment

    Your chosen specialist becomes the case owner.

  • Private handoff note
    Private handoff note

    Your case keeps the open issue, earlier replies, and next action in a private note.

Email the former owner the specialist and case link.
Writes
  • Owner notice
    Owner notice

    Your former owner receives the specialist's name, open issue, and case link by email.

This Agent starts when your team tags an open case for escalation. It checks the conversation and adds a private note before assigning your specialist. The former owner gets an email with the new owner and case link.

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Gmail
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Microsoft Outlook
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monday.com
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Zoom
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Brevo
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Intercom
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ClickSend SMS
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Keap
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SendGrid
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OneSignal
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Made for your industry

Hand Off Escalated Cases is made for businesses in these industries.

Made for your role

Hand Off Escalated Cases is made for people in these roles.

Made for your department

Hand Off Escalated Cases is made for people in these departments.

How Hand Off Escalated Cases works

5 steps, in order, on every run.

  1. Check the Escalated CaseRead the customer's request and earlier replies. Confirm the case is still open, tagged for escalation, and with the same owner.
  2. Check for an Earlier HandoffLook for an existing handoff note and find the current owner's work email. Stop if this escalation already has a handoff.
  3. Choose the SpecialistMatch the open issue to a specialist on your routing list. Ask the current owner for context when the issue is unclear.
  4. Write the Internal NoteAdd a private note with the unresolved issue, earlier context, and next action. Assign the specialist in the same case update.
  5. Email the Former OwnerEmail the former owner after the case update succeeds. Share the new specialist's name and case link.

How to Get Started

Connect your tools

Connect the tools you already use, such as Gmail, Microsoft Outlook or monday.com.

26 tools
Set your rules
  • Choose the escalation tag that support Agents add when a specialist should take over, and subscribe the case event webhook to tag changes.
  • Provide a routing list that maps supported issue types to specialist assignees and a fallback support lead for cases that do not match.
  • Connect the support case account for reading and updating cases and users, and connect the work email account used to notify former owners.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Hand Off Escalated Cases:

How do I choose which specialist gets a case?

You provide a routing list that matches issue types to specialists. You also choose a fallback support lead for cases the list does not cover.

What if the case needs more context?

The current owner keeps the case and gets an email asking for the missing context.

What if the former owner has no email address?

The specialist still gets the case and a private note. Your support lead can see the missing notification flagged in that note.

What if the case changes before the handoff?

The Agent leaves the assignment alone if the case is solved, loses its escalation tag, or changes owner before the handoff.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.

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