N.17
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Teardown
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5 min read
Yuna Sato
Design lead
FIG. N.17 — The hand-off, with a written summary
The best support agents are defined by what they refuse to do. Kiln’s agent hands over any refund above €150 and every complaint about a product reaction.
01 — Hand-offs with context
When the agent stops, it writes a three-line summary so the founder never starts from zero.
02 — Tone is a spec
We wrote Kiln’s voice down like any other requirement — with examples of what to say and what never to say.
