The handoff carried what was already tried
When self-service fails, the handoff carries what was already tried, so the customer does not start over.
Self-service will fail sometimes. The design question is what happens next.
A good escalation arrives with the query, the articles already opened, the error already seen. The human does not ask the customer to recap. Trust holds because the system remembered.
Dropped context is the most expensive friction there is. Preserving it is how a break in the path still feels like one system.