Guides

Hand off a question to the right office

A person who needs a person sends one handoff and learns what happens next. The office receives the question and the sources that were tried.

Follow these steps in order

Use the handoff when no approved source covers the question, when the topic is sensitive, or when you ask for a person.

  1. Step 1: Choose Talk to an office from the answer screen

    Choose Talk to an office on the answer screen. The handoff form opens with your question, the answer you read, and the sources shown already filled in.

  2. Step 2: Confirm the office name, hours, and contact details

    Check the office name, location, hours, phone, and email. If the office shown is not the right one, choose a different office from the list before you send anything.

  3. Step 3: Add your name and contact method and send the handoff

    Add your name and the best way to reach you, such as email or phone. Add a short note only if it helps the office. Do not add student record details that the office does not need.

  4. Step 4: Save the reference number from the confirmation

    Save the reference number shown on the confirmation screen. Keep it safe. It is the way to ask about your request without repeating the whole question.

  5. Step 5: Staff reply in the handoff thread and close with a next step

    Staff read the full thread in their queue, reply in the same thread, and close the handoff with the answer given or the next step. You will see what happens next and when to expect a reply.

Question from the student Answer with linked sources Sources tried are shown to staff Handoff sent to the named office Staff reply in the same thread Closed with the next step Example only. The same thread carries the question and the sources tried.

What staff receive

The handoff carries the full context, so you are not asked to start again.

  • Your question in your own words
  • The answer shown and the sources tried
  • The college, the assistant, and the office you chose
  • Your contact method, only for follow-up
  • A reference number you can use to check status

A visitor without an account sees the office name, hours, phone, email, and a secure link to the office form with the question pre-filled.

Need the right office

Every published assistant names a handoff office before it can go live. If an office is missing, ask the college administrator to set it.

See assistantsRequest a demo