Handoffs that feel human
When Flex passes a chat to your team, and how one tap gets the customer an answer.
Flex answers every chat first. Most of the time it finishes the job itself: it answers the question, books the class or sends the sign-up link. But some conversations need a person. The way a chat moves from Flex to your team, and back, decides whether the customer feels looked after or passed around.
What Flex never decides alone
Flex hands a chat to your team when:
- the customer asks for a person;
- the answer isn’t in what your studio taught it;
- it’s a complaint;
- it’s about a payment or a refund;
- it’s sensitive, such as a health question;
- a booking or other action can’t be completed.
It does not guess. When Flex hands off, it tells the customer someone from the team will pick it up, so they are never left wondering.
The handoff card
In your inbox, the chat turns amber and appears under Needs you. You don’t have to read the whole thread to catch up. Flex writes a short note on what the customer wants and why it handed off.
Maya wants to move her 10-class pack to her sister. Packs aren’t transferable in what I know, so this needs your call.
Quick replies
With the note come two or three quick replies Flex has written for you. If one fits, tap it and it goes to the customer as it is. Most handoffs are done in a single tap.
If none fits, you have two more options:
- Tell Flex what to do. Write an instruction, like “Allow it this once, and transfer the pack.” Flex carries on the conversation with the customer for you.
- Reply yourself. Type your own message, as you would in WhatsApp.
Handing the chat back
When your part is done, hand the chat back. Flex picks up the conversation from there, with everything that was said, so the customer can keep asking in the same thread.
You can also step into any chat at any time, even one Flex was handling fine. The handoff works both ways.
Why it matters
Customers don’t mind talking to software that is quick and right. What they mind is repeating themselves, waiting without knowing why, or getting a reply that ignores what they said. A good handoff avoids all three: Flex tells them a person is coming, your team sees the whole story in one line, and the answer arrives in a tap.