Who contacted the business
Name, phone, email, preferred callback time, and whether the person is a new or returning customer when known.
Handoff guide
What a clean missed-enquiry handoff should include.
A fast reply is useful, but the handoff is where the business value shows up. The team should know who contacted the business, what they need, what the assistant already did, and what should happen next.
The practical standard
A clean handoff should make the next human step obvious.
The goal is not to create a long transcript. The goal is to give the owner, receptionist, admin team, or sales team the context they need to act quickly without starting from zero.
Handoff fields
Six things the team should usually receive.
The exact format depends on the business, but most missed-enquiry workflows need these fields to be useful.
Where the enquiry came from
Website form, inbox, chat, call note, social message, booking request, or another agreed primary channel.
What the customer needs
The job, service, appointment, quote, callback, or availability question in plain language.
What the assistant already did
The approved acknowledgement or holding reply sent, plus any questions the assistant asked.
Which details are still missing
Suburb, job type, timing, urgency, budget range, photos, preferred appointment window, or any other agreed details.
What should happen next
Who should follow up, how soon, what priority it has, and whether anything needs escalation.
Example handoff
- Source
- Website form, 8:42pm
- Customer need
- New customer asking for a quote this week
- Assistant action
- Sent approved holding reply and requested suburb, job type, timing, and callback number
- Team handoff
- Call before 9:30am, high priority, missing photos clearly flagged
What to avoid
Do not let the assistant invent certainty.
The handoff should show what is known, what is missing, and what has been escalated. It should not promise availability, pricing, advice, or outcomes unless those rules have been approved in advance.