Handing over the shift

Whenever we are starting our shift we need to be alert to the teammates that are finishing their own in order to receive any important information from them.

We will receive a report with all information that is pending to be worked on, such as tickets from Intercom and escalations in Slack that we need to constantly check.

If our teammates are currently handling a conversation, they can opt to finish the conversation on their own, or ask the incoming person to take over if it is going to take longer to complete.

The process to handover the shift should go as follows:

• Before the Handover

Prepare a list of all active conversations, sorted by priority: Wait time > Complex issues > General inquiries

• Handover Notification (in Group Chat)

Tag the next agent and provide key details, e.g.:

@Arwen Please take over [ticket#1234] – user id (Waiting: 12min) Status: Processing checking / Withdraw in process / etc. Next step: Provide update / Confirm withdrawal has been processed / etc.

*Repeat the information for as many cases or conversations active you have to hand over.

• Acknowledgment

The receiving agent must: In Intercom: take over the conversation In group slack: Reply "Taking over the cases, will proceed."

• Completion

The original agent can only leave after confirming: Intercom system notification (dialog transferred) Written confirmation in slack

• If No Response?

3 mins no reply → Re-tag in chat 5 mins no reply → Call or escalate to supervisor

The idea is to prevent lost conversations when transitions from one shift to the next. Do not assume that your coworkers will know what they need to take over or not, be clear and precise with what you need assistance with.

Be understanding towards the person that is leaving their shift, try to log in as soon as possible so that they can leave on time.