A good intro makes the customer feel handed off with care, not passed along. Say who's taking over, why, and that nothing they rely on is changing.
Meet [AM name], your new point of contact at [company]
Hi [first name], I'd like to introduce you to [AM name], who's taking over as your main point of contact at [company] starting [date]. [AM first name] has been with our team for [time/context] and already knows your account, so you're in good hands. I've shared everything we've worked on together so the handoff is smooth. Nothing about your setup, pricing, or support changes. You'll have [AM first name] looking out for you day to day. You can reach them anytime at [email/phone]. I've cc'd them here so you can say hello. Thanks for being a customer. It's been a pleasure. Best, [Your name]
A customer is being assigned a new account manager
You're handing off a relationship you've owned
You want the customer to feel reassured, not abandoned
Cc the new AM so the customer can reply to both
Spell out what stays the same: pricing, support, setup
Give one line of credibility about the new contact
Share account context internally before sending
Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.
See how Selvo Shared Inbox worksWhen an issue needs more expertise than you can give it, say so plainly, then name who's taking over and when they'll be in touch.
Thank them for the idea, get curious about the problem behind it, and be honest: logged, considered, not promised.
Saying no well means being honest it won't happen, explaining the why in a line, and pointing them to something that helps today.
A reliable reply does four things: acknowledges the person, answers the question, tells them the next step, and leaves the door open.
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