Accessibility
Preparing a Call Handoff to a Third-Party Interpreter
Structure interpreter handoffs around consent, minimum context, role clarity, privacy, and a documented path when service is unavailable.
Confirm the approved interpreter path
Identify the caller's requested language and explain how the business provides interpretation. Use the contracted or otherwise approved service. Do not ask a child, unknown bystander, or unapproved employee to interpret sensitive information as an improvised shortcut.
Share the minimum useful context
Obtain consent for the connection and provide the interpreter with the call purpose, participant roles, and any relevant interaction instructions. Avoid giving a full customer history before it is needed. Address the caller directly and pause for complete interpretation.
Document outcome and fallback
Record the requested language, service used, connection result, and any consent or availability issue in the approved fields. If an interpreter is unavailable, offer the documented callback or alternate channel and assign an owner and response window.
Review failed connections, long waits, and repeat language requests. The business owner should decide language coverage and privacy controls; the assistant follows the approved route and escalates gaps.