Customer Agent Action: Collect ticket and contact properties before human handoff

What it is

Customer agent can now collect ticket and contact properties during a conversation and write them directly to the ticket before handing off to a human.

Why it matters

If you run multiple support teams, routing a handoff accurately requires context: category, priority, cancellation reason. Without this, agents either pass incomplete tickets or rely on fragile multi-step workarounds to capture and route that information.