OnboardHandoffHuman review required

Sales-to-CS Handoff Notes

Turn a messy sales handoff into a CS-ready brief that surfaces the promises you now have to keep.

The handoff is where CS quietly inherits every promise sales made. The brief that matters names the commitments plainly, especially the soft ones that got waved through with “usually straightforward.”

The template

Copy it, swap the {{marked}} variables for your account, and run it.

prompt.txt

Convert this raw sales handoff into a clean CS onboarding brief. The most
important job is to surface the COMMITMENTS and EXPECTATIONS the customer now
holds us to, because those are what CS inherits and what breaks trust if
missed.

Raw handoff (call notes, CRM fields, Slack):
{{raw_handoff}}

Produce, clearly labeled:
- Why they bought (the core outcome, one line)
- Explicit promises made during the sale (quote or paraphrase, flag anything risky)
- Success criteria they will judge us on
- Landmines: personalities, prior tool, internal politics
- The three questions I should ask on the kickoff call to fill gaps

Rules:
- Separate what was PROMISED from what was merely DISCUSSED. Do not blur them.
- If a promise looks hard to keep, flag it explicitly rather than passing it along silently.
- Do not invent detail to fill a gap; list it as an open question instead.

Variables

{{raw_handoff}}: Raw handoff notese.g. Closed $60k/yr. AE notes: "champion is Dana, ops director, wants live in 30 days for a board demo. Told them we can migrate their legacy data - said it's 'usually straightforward'. They were burned by [PriorTool] on support response times. CFO signed but is skeptical. Dana wants weekly check-ins at first."

Worked example

A CSM inherits a freshly closed account with nothing but the AE's call notes and a few CRM fields. Buried in there is a data-migration promise and a 30-day board-demo deadline. She needs to know what she is on the hook for before the kickoff call, not after.

filled-prompt.txt

Raw handoff (call notes, CRM fields, Slack):
Closed $60k/yr. AE notes: "champion is Dana, ops director, wants live in 30 days for a board demo. Told them we can migrate their legacy data - said it's 'usually straightforward'. They were burned by [PriorTool] on support response times. CFO signed but is skeptical. Dana wants weekly check-ins at first."

Good output vs bad output

GOODSeparates promised from discussed, flags the soft "usually straightforward" migration promise as a risk, and turns the [PriorTool] scar into a concrete kickoff question instead of a footnote.

WHY THEY BOUGHT: To be live and demo-ready for a board meeting in 30 days.

EXPLICIT PROMISES (things we now owe):
- Live in 30 days for a board demo. HARD DEADLINE, external stakeholder.
- Legacy data migration. FLAG: the AE called it "usually straightforward,"
  which is a soft promise on a hard task. Confirm scope before we commit a date.
- Weekly check-ins early on.

SUCCESS CRITERIA: A working demo Dana can show her board in 30 days.

LANDMINES:
- Customer was burned by [PriorTool] on support response times, they will
  test our responsiveness early. First slow reply and trust erodes.
- CFO signed but is skeptical. He is a silent risk, not a supporter.

KICKOFF QUESTIONS:
- What exactly does "migrate legacy data" cover, how much, what format?
- What does the board demo need to show, minimally, to count as a win?
- What did [PriorTool] do on support that lost you, so we do not repeat it?

BADLooks fine at a glance. Here is why it fails.

Onboarding Brief: New $60k account.

The customer is excited to get started! Key contact is Dana, the ops director,
who is very engaged and wants to be live in 30 days. We'll be migrating their
data (should be straightforward) and doing weekly check-ins. They had a prior
tool but are moving to us now. The CFO is on board. Overall a great account
with a smooth path ahead. Let's give them a fantastic onboarding experience!

Over-promisingRepeats "should be straightforward" about the migration as if it were fact, laundering the AE's casual promise into a CS commitment nobody scoped.
Missing contextSoftens "burned by PriorTool on support" into "had a prior tool", erasing the exact scar the customer will test us on.
Hallucinated specifics"Very engaged", "great account", "smooth path ahead", "CFO is on board" contradict the notes, the CFO was flagged skeptical, not supportive.
No next stepNo kickoff questions and no flagged risks, so the CSM walks into the first call blind to the 30-day board deadline pressure.

Guardrails

When NOT to use this

Do not treat the output as the contract. Promises with commercial or legal weight must be verified against the actual order form, not the AE's notes.
Skip if the raw handoff is too thin to reason from; a two-line CRM stub produces a confident but empty brief.

Responsible use

The model can only work with what the AE wrote down. If the AE omitted a promise, it will be missing here too. Talk to the AE.
Do not paste internal Slack venting about the customer into a doc that could be shared; summarize the substance, drop the snark.

A human must review the output before it reaches the customer.

Model + settings

Model: Claude Sonnet handles this well; the value is structure, not deep reasoning.
Temperature: 0.3 (low, you want faithful extraction, not embellishment)
Settings: The "separate promised from discussed" rule is the load-bearing instruction. Keep it explicit.
Run it on the raw notes as-is; do not clean them up first, or you may sand off the risky bits.

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