Why is Handoff important in customer support?

Handoff is important in customer support because it helps teams deliver better service, improve response times, and maintain consistency across channels. Understanding handoff enables support teams to communicate more effectively and implement industry best practices.

How does Handoff relate to unified inbox software?

In unified inbox platforms like Converge, handoff plays a key role in managing customer conversations across WhatsApp, Telegram, Instagram, Messenger, and other channels. A proper understanding of handoff helps teams configure their support workflows effectively.

What is Handoff? | Customer Support Glossary

Handoff

Converge Team

• Updated January 26, 2026

Transferring a conversation from one agent to another

Understanding Handoff

Handoff is a key concept in customer support. Understanding this term helps teams communicate effectively and implement best practices.

In modern customer support, handoff plays an important role in how businesses interact with customers across channels like WhatsApp, Telegram, and Messenger.

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How Converge Helps

Converge provides tools for effective handoff in your support operations.

✓ Unified inbox for all channels
✓ Team collaboration features
✓ $49/month flat pricing

Handoff

Understanding Handoff

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How Converge Helps

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