Examples of Human Handoffs
This article provides sample staff referral (handoff) emails that Virtual Engagement Officers (VEOs) have used to escalate donor interactions to internal teams. These examples illustrate a range of scenarios—both positive and negative.
All examples below are fully anonymized. Donor names, contact details, and organizational references have been removed or replaced. For consistency, the fictional institution Charles River University is used throughout.
Example 1: Positive Engagement — Interest in Expanding Support
Scenario: A donor expresses interest in building on an existing scholarship.
Subject: Donor Interest in Expanding Scholarship Support – CRM ID 00012345
Hi Team,
I wanted to share a positive donor interaction that may be a great opportunity for follow-up. Donor CRM ID 00012345 recently reached out to ask whether they could add to an existing endowed scholarship within the College of Arts & Sciences.
They shared that the original scholarship, established by former classmates, has been meaningful to them and they’re interested in contributing additional support if possible. I thought it would be helpful for someone from the advancement team to connect directly with them to discuss options and next steps.
Please let me know if you’d like any additional context from me.
Thank you, VEO Charles River University
Example 2: Data Update — Corrected Contact Information
Scenario: A prospect provides updated contact details.
Subject: Donor Contact Information Update – CRM ID 00023456
Hi Team,
I’m passing along a quick data update from a recent prospect interaction. Prospect CRM ID 00023456 let me know that the phone number currently on file is incorrect and provided an updated number. The new number is (123) 555-1212.
Could you please update their record accordingly to ensure future outreach is accurate? Let me know if you need anything further from me.
Thank you, VEO Charles River University
Example 3: Neutral / Administrative — Receipt Request
Scenario: A donor requests a copy of a donation receipt for tax purposes.
Subject: Donor Request for Gift Receipt – CRM ID 00034567
Hi Team,
I wanted to flag a donor request that may need follow-up. Donor CRM ID 00034567 reached out asking for a copy of their donation receipt for a year-end gift made in December.
If someone could locate the gift record and resend or issue the appropriate receipt, that would be greatly appreciated. I’m holding off on responding further until the donor has been assisted.
Thank you, VEO Charles River University
Example 4: Sensitive Topic Escalation (Donor Message + Draft VEO Response)
Scenario: A donor sends an inflammatory message about an athletics decision. The tone of the message is flagged as sensitive by the VEO. The VEO does not send a response without internal approval and escalates with the exact donor language and a proposed reply.
Staff Referral Email (Internal)
Subject: Sensitive Topic Escalation: Athletics Feedback – CRM ID 000000
Hi Team,
I’m sharing this for guidance before responding to a donor message that falls under a sensitive / do-not-engage topic related to athletics leadership. I have not replied yet and am holding pending your direction.
Below is the donor’s message exactly as received:
“I am beyond frustrated with the basketball program and the recent decision by the head coach to bench our best player in the final minutes of last night’s game. It was reckless, arrogant, and frankly embarrassing for the university. Decisions like this make me seriously question whether leadership understands what they’re doing.”
For context, here is the draft response I am prepared to send, if approved:
“Thank you for taking the time to share your perspective. I can hear how strongly you feel about this decision, and I appreciate you being candid. Feedback like this is important for us to understand how members of our community are experiencing moments like these. I want to be thoughtful about next steps, so I’m checking internally to make sure your concerns are routed appropriately.”
Before I proceed, I’d appreciate guidance on the following:
- Should I send the draft response as written?
- Would you like to refine the language before anything is sent?
- Or would you prefer that someone from the athletics or advancement team reach out directly instead?
Once I hear back, I’ll proceed accordingly.
Thank you, VEO Charles River University
Example 5: Warm Introduction — Planned Giving (Donor Included)
Scenario: A donor shares that the institution is included in their estate plans, and the VEO introduces them directly to a staff member via email.
Subject: Introduction: Planned Giving Follow-Up – CRM ID 00056789
Hi [Planned Giving Staff Name],
I hope you’re doing well. I wanted to introduce you to [Donor First Name] (cc’d here), who recently shared during outreach that they have already included Charles River University in their estate plans.
[Donor First Name], thank you again for sharing that meaningful commitment. I mentioned that I’d connect you with a member of our Planned Giving team who can serve as a resource if you ever have questions or would like to ensure your intentions are fully documented and aligned with your wishes.
[Planned Giving Staff Name] works closely with donors who are thinking about or have already made legacy commitments, and I know they’d be glad to connect whenever it’s convenient for you.
I’ll step back here and let the two of you take it from here. Thank you both, and I appreciate the opportunity to make the introduction.
Warmly, VEO Charles River University
Example 6: Request for Human Follow-Up
Scenario: A donor prefers to speak directly with a staff member.
Subject: Donor Request for Human Outreach – CRM ID 00067890
Hi Team,
I’m writing to pass along a donor request for direct, human follow-up. Donor CRM ID 00067890 shared that they would prefer to speak with a staff member rather than continue via automated messaging.
I’ve paused further outreach on my end and wanted to request that someone from the office reach out to them directly when possible.
Please let me know if you need any additional context.
Thank you, VEO Charles River University
Example 7: Sensitive Topic / Do-Not-Engage Escalation
Scenario: A donor asks a question related to a sensitive or restricted topic that the institution has flagged as do-not-engage. The VEO pauses response and seeks guidance.
Subject: Guidance Requested on Donor Inquiry (Sensitive Topic) – CRM ID 00078901
Hi Team,
I wanted to flag a donor inquiry and request guidance before responding. Donor CRM ID 00078901 reached out with a question related to a topic that has been identified by the institution as sensitive and on our do-not-engage list.
To ensure alignment with institutional policy and approved messaging, I have not responded to the donor at this time. I wanted to ask how you’d like me to proceed—whether someone from the team should follow up directly, or if there is approved language I should use in a brief acknowledgment.
Please let me know the best next step. I wanted to surface this promptly and handle it with care.
Thank you, VEO Charles River University
Staff Referral Best Practices
- Make sure to whitelist your VEO’s email address for everyone who will be fielding staff referrals.
- Staff referrals are always clear, concise, and action-oriented. The VEO will clearly state what action is needed from you and your team.
- The VEO will always include the CRM ID to support quick and accurate record lookup.
- Referral emails will avoid sharing sensitive personal information, unless it is necessary for security or proper handling.
- When there is uncertainty about the best course of action, the VEO will pause donor-facing responses and seek internal guidance before replying.
- Please respond to the VEO in a timely manner to help avoid delays in getting back to the donor.
- VEOs will escalate both positive opportunities and negative feedback—both are important and valuable.
- The referral contact should reply directly to the VEO email to confirm receipt. You’re also encouraged to ask follow-up questions, request additional information, or provide guidance as needed.