The Next Owner Can't See the Chat

Suppose an agent drafts a recovery plan for a customer whose renewal is at risk. The manager catches a wrong date: a promised feature is due next quarter, not this one. She fixes the plan. Two weeks later, the account changes hands.

The new owner sees the final plan but not the correction. The source for the new date and the manager’s reason for changing it are buried in a chat the new owner can’t open.

I’d put the corrected date, a link to the source, and the manager’s approval in the existing account ticket. Whoever takes over can see what was promised without redoing the investigation or borrowing someone’s login.