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Customer SupportUpdated 4/6/2026·437 views

Chat Handoff to Voice

Quick answer

Offer voice handoff when the customer types 3+ frustration signals or asks to call.

Full procedure

  1. 1Review the Chat Handoff to Voice standard on the department portal.
  2. 2Confirm you have the required PPE, tools, or system access for this task.
  3. 3Follow the documented sequence — do not skip steps.
  4. 4Record the completion in the appropriate log or system of record.
  5. 5Escalate any exceptions to your shift lead or on-call owner.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4121 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Chat Handoff to Voice Log
    CUS-101

My private notes

chatvoicehandoffescalationcustomer supportproceduresopatlas

Revision history

  1. 2026-04-06
    Reviewed and republished.
  2. 2025-08-15
    Initial publication.
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