Handoff
Handoff that preserves context (what staff actually need)
Cold threads cost more than slow threads.
5 min read
Staff do not need more messages - they need fewer repeated questions. The handoff moment should include intent, captured fields, and the last meaningful customer message in one glance.
In Thailand-focused clinics, mixed Thai and English threads are normal. Your workflow should keep language context visible so the next responder does not reset the conversation tone or content.
Sookly’s model is Chatwoot-shaped on purpose: conversations stay structured like a real inbox, not a theatrical AI console.