Handoffs and internal SLAs
Hand a record over to another person or team with context and an explicit acceptance, and set a target time (internal SLA) for that acceptance. The recipient is notified; if the target passes without acceptance, the handoff is flagged and the creator is notified.
A handoff is the formal transfer of responsibility for a record (an opportunity, an account, a ticket) from one person or team to another, with a context note and, if you want, a checklist of what needs to be handed over. Use it for sales to onboarding, sales to CS, support to sales, or any other handoff in your process.
Create a handoff
- In the menu, under Analytics, open Operations.
- On the Handoffs tab, pick the record type and enter the ID of the record being handed over.
- Describe the handoff type (for example, Sales to CS), choose who it goes to, and write a context note.
- Click Create handoff. The recipient gets a notification.
Accept, reject, and complete
The recipient sees the handoff under Assigned to me and can Accept or Reject it. Once accepted, it can be Completed when the handover is done. The creator follows everything under Created by me and is notified at each outcome.
Internal SLAs
On the Internal SLAs tab, an administrator sets a target time (in minutes) to accept a handoff. You can have a general policy or one specific to a handoff type. When the target passes without the handoff being accepted, it is flagged as breached, a signal is raised, and the creator is notified.
Playbooks
A playbook is a reusable set of steps (tasks, calls, emails, checks) that standardizes how something gets done, such as a customer onboarding or an at-risk account rescue. You build the playbook once, defining each step and how many days after the start it is due. When you run the playbook on a record, the CRM creates the matching activities with their due dates, ready for the team to execute. Creating and editing playbooks is an admin action; running a playbook on a record is open to the team.