Human Handoff lets your Docket Marketing Agent escalate a live website conversation to a human specialist in Microsoft Teams, with full context carried over. When a visitor needs a person, the agent routes the conversation to a Teams channel where your team can join and reply in real time, then hands control back when the conversation ends.
This guide covers connecting the Microsoft Teams integration, enabling Human Handoff on an agent, what a live handoff looks like, and how to set work hours.
Prerequisites
Admin seat in Docket: required to manage integrations.
Microsoft 365 Global Admin and Teams Administrator privileges: required to install the Docket app and grant permissions.
A Microsoft Teams channel to receive Human Handoff notifications.
A configured Marketing Agent.
Step 1: Connect the Microsoft Teams integration
In the Docket platform, go to the Settings page and open the Integrations tab.
From the list of apps and integrations, locate Microsoft Teams and click Connect.
Review the requested permissions and click Accept. Granting them requires Global Admin and Teams Administrator privileges.
You are redirected to Microsoft Teams. Open Teams to continue.
Select the channel that should receive Human Handoff notifications, then select Go.
In that channel, explicitly @mention the Docket app and post the message. This enables the app in the channel.
Back in the Docket platform, the Integrations page now shows Microsoft Teams as Connected. To validate, click the gear icon and choose Settings: you will see the team and channel where the bot was added.
Step 2: Enable Human Handoff on your agent
Go to Agent Configuration and select your agent (for example, the Marketing Agent).
Open the Agent tab and toggle Human Handoff on.
Set the Instruction. This tells the agent when a visitor wants to talk to a human and when to escalate. For example: "If the visitor expresses repeated frustration or makes an explicit request for human help, escalate to a human handoff."
Choose the channel. Toggle on Microsoft Teams, select the channel, and click Save. Slack can be configured the same way, and both can be active together.
How a live handoff works?
A visitor starts a conversation with the agent on your website.
When the escalation condition is met, a conversation thread appears in your selected Teams channel. It shows the account, enriched visitor information, a short summary of the conversation so far, and the open loops.
Click Join conversation. The agent tells the visitor that a human specialist has joined and has full context of the discussion.
Messages flow both ways. The visitor's messages appear in the Teams thread, and the specialist's replies are delivered to the visitor in the widget. For example, a visitor asking "Can you confirm if you have the HubSpot integration?" appears in the thread, and the reply reaches the widget.
Either side can end the conversation: the specialist from Microsoft Teams, or the visitor from the widget.
When the conversation ends, a short conversation summary is posted in the same Teams thread,
Setting up work hours (optional)
You can configure work hours for the Microsoft Teams handoff, including the time zone and working days. This controls when a handoff is allowed to trigger.
During work hours: Human Handoff can trigger and conversations are routed to your team in Teams.
Outside work hours: the agent avoids handoff and continues handling the visitor's questions itself, so visitors are not left waiting for a person who is offline.
For additional assistance or troubleshooting, contact [email protected].