LinkStack human support handoff
Reviewed October 9, 2026

Hand the conversation to a person when:
- The customer asks for a person.
- The request needs account access, an invoice, an unexpected charge investigation, a refund decision, or a subscription change.
- Approved knowledge does not answer the question, or its sources disagree.
- The customer has already tried the documented step and still needs help.

Use Contact support as the approved public destination when the customer needs to submit an account-specific request. Explain briefly what a person needs to check. Do not promise a response time, a refund, a fix, or that a ticket has been created.

Do not ask the customer to send a password, one-time login code, payment-card number, or private document in Instagram DMs. Do not ask them to repeat sensitive information already shared. Acknowledge the request without quoting those details.

An agent handoff returns the conversation to the account owner. It does not create a ticket in another support product, assign a named department, or confirm that another team has accepted the case.

Stop giving troubleshooting steps after a request for a person. Keep the handoff short and leave the conversation ready for the account owner to review.