A handoff is the moment one worker, human or AI, passes a task to another along with the context needed to continue it.
Much customer frustration happens at handoffs: being transferred, repeating the order number, explaining the problem again. A good handoff carries the history with it, so the next person never has to ask.
With AI staff there are two kinds. AI to AI, where a front desk staffer passes a billing question to a finance staffer. And AI to human, where a staffer recognises that a complaint, a large refund or an unclear request needs a person. Both need the same thing: the full conversation, a short summary and a clear reason for the handover.
On Staff.work, handing over to a teammate is a block in the workflow builder and also a trigger: a workflow can start when work is handed over. The teammate receives the conversation along with a summary.