A conversation workflow should not make a customer repeat themselves. The useful work is to keep source, intent, previous messages and the next responsible person close to the conversation.
Context is part of the hand-off
When a team member picks up a conversation, they need more than a name and a timestamp. They need to understand what happened, what was promised and why this person is being routed to them.
Make the human step clear
Automation can acknowledge, collect basics and set expectations. A person should still see when judgement, trust or a more considered response is needed.
Useful workflow language
Use status and assignment labels that help the team act. Avoid labels that only describe the underlying software state.
