Customer Success AI agent · Sales handoff
Sales Handoff AI Agent
Recover the commitment that lives in no document — the call it was made in, who made it, what was said — and put it to a named delivery owner to accept or decline.
- Typical delivery
- 4–6 weeks
- Deployment
- Your stack
- Named owner
- Promises first
- After launch
- Agent Care
What this agent does
Records the commitment, never accepts it
In
- 01
A deal closes, and the brief is drawn from the deal record, the call notes and the correspondence behind them.
- 02
A commitment is made in the last call before signature, and it is recorded with the call it was made in.
Reason
- 03
A promise appears in no contract and no order form, and the brief carries it rather than losing it.
- 04
A commitment is written down, and writing it down is not the company agreeing to it.
- 05
A reason the customer bought sits in the head of one rep, and it crosses over with the paperwork or not at all.
Decide
- 06
A worry the customer raised quietly is carried into the brief, where the delivery team can see it early.
- 07
An expansion is handed over as new business, and the history the previous team learned is pulled back in.
Out
- 08
A commitment cannot be corroborated anywhere, and it is marked unverified rather than quietly dropped.
- 09
Execute write actions only inside the approval boundaries agreed during implementation.
Product statement
Assembling the brief, surfacing the commitments and marking what could not be corroborated belong to the agent. Acceptance belongs to a named delivery owner, who takes the handover on and answers for it.
Example workflow
One handover, closed deal to accepted brief
- 1Closed deal receivedOpportunity records, call notes, meeting summaries, email threads or signed order forms
- 2Commitments and context fixedThe commitments found, where each was made, the account context and whoever must decide on them
- 3Brief assembled per handoverThe commitments surfaced, the ones nothing corroborates, the context carried and confidence
- 4Controls appliedSource checks, deal-binding checks, duplication checks and matching confidence
No human action required
Stages 1 to 4 run unaided, and nothing is promised at any of them — the agent is assembling, and the delivery owner lane opens at the acceptance gate.
Goes to the named delivery owner to accept.
Adds a sales lead read first.
Delivery owner review
The brief is held with its commitments, their sources and what nothing could corroborate.
Accept brief · Decline commitment · Send to sales review
Accepted — by the named delivery owner
- 6CRM and delivery records updatedOnly where write access and records policy allow it
- 7Outcome evaluatedCommitment coverage, decisions taken, owner corrections and what review found
Corrections
Each delivery owner correction is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required
8 items
- Agreeing a commitment on behalf of the company.
- Deciding that something promised will be delivered.
- Closing a handover between sales and delivery.
- Committing a delivery date to a customer.
Automation boundary
Agent acts unaided
- ✓Assemble the brief from the deal record and its calls.
- ✓Surface each commitment beside the place it was made.
- ✓Mark the commitments that no record anywhere on file corroborates.
- ✓Carry the account history into a renewal or expansion handover.
No commitment is agreed except by a named delivery owner, inside the agreed boundaries.
- Judging whether a commitment can be honoured.
- Telling a customer what they were promised holds.
- Choosing which commitments a brief may drop.
- Changes to the brief, the owners or the acceptance rules.
Example output
One handover commitment, annotated
This serves a delivery team who may be asked in month three what was promised before signature; below is one commitment exactly as the agent leaves it.
Handover brief · single closed deal
Illustrative example- Commitment
- Integration ready in the second quarter
- Recorded as
- Said in the call, in no document
- Deal
- Pre-signature call
- Evidence of record
- Call note, 3 August 2026
- Confidence
- Held undecided
- Held for
- The named delivery owner, by name
As received
Taken from the call note and the thread that followed it, and it claims nothing beyond them.
What the record holds
- Call note
- Email thread
- Deal record
Why no acceptance here
Agreeing to a commitment is a call the named delivery owner makes.
What the score decides
Below the configured threshold a brief gets a sales read before the owner sees it.
Action
Accept briefDecline commitmentSend to sales reviewValue
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value lands
Value 01 – 04
Every handover
From the deal that closed it
Where each commitment was made
Handover names a shift change in operations and an escalation in support; this is neither. It is the transfer from sales to delivery after signature, and what was promised on the way to it.
A promise travels with the deal
The contract crosses over cleanly. The promise made in a call, the politics inside the account and the reason they bought do not, unless somebody writes them down first.
What was checked, and not found
Checked and not found in any document on file: the integration date a rep gave in the last call before signature. The customer onboarding agent owns the plan and the milestones on it; this agent owns what was promised and who accepted it.
Build an evidence trail
The brief, the commitment recorded in it and the owner who accepted it stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
CRM and deal records
- Salesforce
- HubSpot
- Dynamics
- Opportunity records and owners
Calls and meeting notes
- Gong
- Chorus
- Fireflies
- What was said before signature
Contracts and order forms
- DocuSign
- Ironclad
- order forms
- What the signed paperwork sets out
Agent
Sales-to-delivery handover
- Reads the deal
- Assembles the brief
- Holds for the owner
Correspondence
- Mailboxes
- shared threads
- The exchanges either side of signature
Observability & evaluation
- OpenTelemetry
- Langfuse
- Supported monitoring/evaluation sources
Integration availability depends on the client's existing systems and API access.
Agent controls
Six relays between the model and the owner
Six relays along one wire, the last the surest. What carries on is drawn in the map below.
L6 · Outermost — last line of defence
Inward → L1 · closest to the model
- L1 – L2
- Test whether a brief may stand
- L3
- Leaves the acceptance to a named delivery owner
- L4 – L5
- Keep the brief and the commitment behind it
- L6
- Holds the brief unsent when signals degrade
How Nestack evaluates it
Evaluate the whole handover — not only the brief that comes out of it.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the brief a delivery team works from
- E1Final-output evaluationDid the brief record the source of each commitment it carries?
- E2Step-level evaluationDid the agent read the right deal, the right calls and the current records?
- E3Tool evaluationDid it read and write the correct deal and the correct handover?
- E4Confidence calibrationDo low-confidence commitments actually attract more owner corrections?
- E5Slice evaluationHow does performance change across specific handover types?
- E6Business outcomeHow many briefs needed a correction before the owner accepted?
Floor — the deal a brief rests on
Failure modes
Where each failure originates in the agent
Seven failure modes, set at the stage each one first shows itself.
Agent lifecycle
Direction of processing →
01 · Retrieval
1 mode
- NZ-03
Pre-signature call unread
The call carrying the promise sits outside the read.
Stage gathers
The deals, the calls, the threads and the terms
02 · Reasoning
2 modes
- NZ-04
Expansion read as new business
Account history is left behind at the handover.
- NZ-06
Contract restated as brief
The brief repeats the paperwork and adds nothing.
Stage proposes
The commitments, the sources and the confidence
03 · Tool / write
2 modes
- NZ-02
Uncorroborated brief passed on
A brief moves on without the sales read.
- NZ-05
Commitment bound to wrong deal
The promise is filed against another deal.
Stage writes
Only where write access and approval policy allow it
04 · Output
1 mode
- NZ-01
Surfaced, never decided
A commitment sits with nobody accepting or declining it.
Stage returns
The brief a delivery team opens and works from
05 · Change / Version
1 mode
- NZ-07
Silent owner departure
The owner who accepted the brief has since left.
Stage tracks
Model, prompt, source rules and brief owners
- Sev-1 · a commitment agreed by the agent
- Sev-2 · a promise lost between the teams
- Sev-3 · sources degrade, brief held back
Affected slices
Verbal-only commitments absorb the corrections
A handover-level commitment-coverage figure can read clean while verbal-only commitments carry most of the rework. Nestack reports the correction rate by handover, not only in total.
Slice performance — reported separately, not only in aggregate
Illustrative example| Slice | Failure rate | Lift | Lift vs. threshold | Status |
|---|---|---|---|---|
| Verbal-only commitments | 8.1% | 3.7× | Review | |
| Multi-team handovers | 5.8% | 2.6× | Review | |
| Expansions and renewals | 3.6% | 1.6× | Watch | |
| Standard new-business deals | 1.5% | 0.7× | Normal |
Bar: correction-rate lift vs. standard-new-business baseline · scale 0–4.0× · tick marks the 2.0× review threshold
2 of 4 slices over threshold
Evidence-linked improvement
What an unwritten promise costs
A loop ends when the commitment lost in handover is a standing case. That suite is what the next brief accepted is measured against.
Improvement cycle · five stages
Switchback — the path turns at Improve and returns at Learn
- 01
Detect
Correction rate rises on verbal-only commitments.
- 02
Diagnose
The thing promised in the last call before signature, appearing in no contract, no order form and no ticket, is worked backwards until one cause is left standing.
- 03
Improve
The change goes out numbered, and the briefs that forced it travel attached.
- 04
Verify
One brief case still failing holds the release where it is.
- 05
Learn
The case stays on, and the acceptance rules are amended in the same commit.
Learn → Detect
The return edge. The next brief accepted runs against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, brief assembly, evaluation, integration, then production validation and handover.
Workstream
Week 1Week 2Week 3Week 4Week 5Week 6
- 01Commitment-acceptance and boundary definition.Week 1
- 02Deal, call and correspondence sources.Week 1, Week 2
- 03Commitment-to-source and deal-coverage mapping.Week 1, Week 2
- 04Deal and call-note ingestion.Week 2
- 05Commitment, source and owner binding.Week 2, Week 3
- 06Corroboration scoring and review routing.Week 3
- 07Delivery owner acceptance workflow.Week 3, Week 4
- 08CRM-opportunity integration.Week 5
- 09Commitment and acceptance cases.Week 4, Week 5
- 10Guardrails and transfer controls.Week 4
- 11Brief-trail instrumentation.Week 5, Week 6
- 12Deployment, documentation and Agent Care handover.Week 6
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel
Final scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
| Capability✓ in scope · — not at this tier | PilotOne team, one handover flow | ProductionProduction handover workflow | AdvancedMultiple teams / regions |
|---|---|---|---|
| Introduced at Pilot | |||
| Brief assembly to your deal record | ✓ | ✓ | ✓ |
| Named delivery owner acceptance | ✓ | ✓ | ✓ |
| Opportunity-record baseline | ✓ | ✓ | ✓ |
| Introduced at Production | |||
| Reporting by handover | — | ✓ | ✓ |
| Owner review workflow in your systems | — | ✓ | ✓ |
| Approved write-back | — | ✓ | ✓ |
| CRM-opportunity integration | — | ✓ | ✓ |
| Introduced at Advanced | |||
| Multi-product handovers | — | — | ✓ |
| Cross-team handover packs | — | — | ✓ |
| Large deal volumes | — | — | ✓ |
| Multi-team transfer controls | — | — | ✓ |
| Build price | From $5,000 | From $8,000 | Custom quote |
- Final build price
- Confirmed after discovery based on integrations, workflow complexity, deal volume, approval controls and deployment requirements.
- Separate from build
- Build pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bring
We build with it
01Your closed deals and the team each one is handed to
→Commitment capture and source binding
Week 102Representative handovers and the calls that preceded them
→Source binding, corroboration logic and the brief baseline
Week 203Your handover cadence and the delivery owners it names
→Commitment mapping, source rules and the automation boundary
Week 104Access to relevant APIs, feeds or exports
→Deal, call and correspondence source assessment, then integration setup
Week 205Briefs you would not want reopened
→Acceptance cases and the evaluation round
Week 406What no brief may guarantee
→Corroboration scoring, review routing, guardrails and release controls
Week 307A named delivery owner who accepts the brief
→Release to the named owner, then pilot and production validation
Weeks 5–6
Nothing else is required
Deployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Where a pair shares the fifth week, that pair really runs together; nothing here is filling space.
Phase
W1
W2
W3
W4
W5
W6
- DiscoveryW1
- BuildW2 – W3
- EvaluateW4 – W5
- Pilot & LaunchW5 – W6
Week focus
W1Commitment discovery, source rules and the automation boundary
W2Source integration and the opportunity-record baseline
W3Brief assembly, corroboration logic and release controls
W4Evaluation suite, commitment cases and failure-mode testing
W5CRM integration, pilot handovers and targeted corrections
W6One handover cycle run under the sales lead, then Agent Care handover
- Reading the band
- Each bar covers only the weeks its own work is named for, and week five is shared by design.
- At the end of W6
- When the brief record validates, Agent Care picks the agent up.
- Duration
- Six-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Customer Success AI agent
Build a sales handoff agent around the promise your last contract never carried.
Show us one closed deal and the handover brief that followed it. If the delivery team learned what was promised only when the customer raised it months later, the handover cost you that whole stretch. A commitment recorded and declined beats one nobody wrote down.
- Typical delivery
- 4–6 weeks
- Deployment
- Your closed deals
- Named owner
- Promises first
- After launch
- Agent Care available
Nestack Agents · Sales handoff
AGT-CX-09 · Agent Care available after launch