Keep the context
The next team needs the unresolved question, not a transcript without a purpose.
State what remains open
Start the handover with the customer's objective and the specific decision still needed. Distinguish confirmed information from an assumption or a report that has not been checked. This lets the receiving specialist focus attention without repeating the whole conversation.
Confirm receipt and ownership
A forwarded request is not necessarily an accepted task. Define the acknowledgement that transfers responsibility and the point at which the sender should follow up. Keep urgent exceptions separate from the routine queue so that escalation does not become the default route.
Review returned requests
When work comes back, record why: missing evidence, an incorrect destination or a decision outside the recipient's authority. A short review of these reasons helps improve intake. Measuring the number of transfers alone cannot reveal which part of the handover needs attention.