Handoff protocol between specialized agents with no context loss

Agent A: general support triage. Agent B: billing disputes specialist. Handoff package: the customer's original complaint verbatim, agent A's classification reasoning ('flagged as billing dispute because customer disputes a specific charge amount'), and what agent A already checked (confirmed account is active, confirmed no open disputes already on file) so agent B doesn't redo those checks. Trigger: specifically when the customer disputes a charge amount or timing, not just any billing question (a 'when does my subscription renew' question stays with agent A, that's not a dispute). Agent B acknowledgment, shown to the user: 'Picking this up: you're disputing a $49 charge from March 3rd that you don't recognize. Let me pull the transaction details.' This surfaces any misclassification immediately, if the customer says 'no, I recognize the charge, I just think it's the wrong amount', that's caught before agent B proceeds on the wrong premise. User visibility: handoff is announced, not seamless, because billing disputes often need a paper trail the customer should be aware exists. Wrong-handoff recovery: if agent B determines this isn't actually a dispute, it hands back to agent A with its own reasoning, capped at one bounce, a second miscategorization escalates to a human rather than bouncing again.