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Send difficult shopper cases to specialists with the original request.
Your specialists get the customer's request and a clear next step, while former owners know who took over the case.
Hand off unresolved order emails with their original messages and files.
The next support person gets the full email history and attachments, while your first responder knows who took over.
Hand off escalated shopper requests with their messages and files.
Your escalated support requests reach a named person with the conversation, available files, and a clear next step.