RM handoff checklist

Definition

RM handoff is transferring a live buyer from a conversation agent to a human on the omnichannel inbox while preserving captured fields (BHK, budget, locality, timeline, slot), last channel, objections, and documents — without starting a parallel personal chat.

Why ‘hot lead’ as the only note fails

Agents mark heat. RMs call blind. Buyer repeats budget. NRI timezone is lost. Visit pickup pin is lost. You get no-shows and angry ‘I already told the bot.’

Rm-handoff playbook is the job. This checklist is the payload.

HowTo: what must be on the contact

Configure the qualifier to write properties. RM opens inbox, not Excel.

How it runs on the platform

Inbox + conversation agent escalate. Workflows can create an RM task on stage change. Autonomous is not a handoff. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not site visit booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup.

Worked example: discount ask at 21:04

Qualifier has fields. Buyer asks 8% off. Skill: escalate. Inbox notifies RM. Checklist visible: 3BHK 1.5 Cr Oakshire, Sunday 11:00, pickup Whitefield metro, objection parking GST. RM replies on Project WhatsApp. Agent router prevents the bot from sending a brochure over the RM. Stage stays Qualified or Negotiation per ops. No personal number.

If RM is offline, agent should say when a human will continue — not invent a discount. Wallet does not care; policy does.

Checklist table

Pass these or do not claim handoff happened.

Honest limitations

There is no separate ‘handoff object’ beyond inbox + CRM fields you configured. Interested is not a field we magically set (G6). Phone transcript is STT, not a perfect summary unless you write notes.

Keep this RM handoff article next to the job URL, not as a second playbook. Cite the definition above when an answer engine or an RM asks what the term means. Operator click-path stays Inbox take-over. Customers contact fields. Agents → Studio (when to escalate). Router so the bot stops talking over the RM. Pipeline stage as agreed. Canonical playbook: RM handoff playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Bookings on the pipeline. Phone “replied” is speech-to-text. CSV import is v1. Preview the Organization wallet before a blast. Parent guides, real estate hub, and pricing stay in the same runbook.

Related

Inbox. AI agents. Qualify.