Harlo Support Desk Handoff Pack — Add-on for the Agent Handoff Kit

A drop-in handoff pack for support desks where AI agents and people share one queue. Intake, triage, context lookup, resolution, human review and close each get a clear owner and a written handoff, so tickets don't get parked between agents, shifts end with every urgent ticket owned, and refunds, account changes, deletions and customer promises wait for a named person.

WHAT'S INSIDE

• Support desk handoff loop pattern with a Mermaid diagram and ownership rules
• 5 handoff templates: triage, agent-to-human escalation, refund or credit approval, shift handover, ticket close
• Support escalation & approval matrix (Markdown, CSV, XLSX): who approves and issues refunds and credits at each amount (agents only prepare), deletion requests, legal threats, safety reports, outbound promises, idle tickets, budget
• Ticket queue state file plus a filled, fictional desk shift
• AGENTS.md snippet with support handoff rules
• 3 fictional worked handoff records (JSON) that validate against the kit's handoff schema
• Setup guide (MD, HTML, DOCX, PDF, Notion-importable Markdown)

REQUIRES

The Harlo Agent Handoff & Orchestration Kit (free Lite, Pro or Team) for the schema and linter.

WORKS WITH

Any help desk, shared inbox or chat queue where agents can read and write files. Framework-agnostic Markdown, JSON and CSV.

NOT INCLUDED

It organizes ticket ownership, handoffs and approvals. It does not include customer reply wording or macros, and it does not score or test agent answers.

SAFETY

Operational templates; no guarantee of agent reliability or safety; keep a human approval gate for money, legal, deletion and external messages. Examples are fictional; never put real customer data in shared state.

Not affiliated with Anthropic, OpenAI, Cursor, LangChain, CrewAI or Meta.

LICENSE

Single-team license (LICENSE).

Support: digitalpromohub.support@gmail.com