Configuring Agent-to-Human Handoff
Last updated: July 22, 2026
Agent-to-Human Handoff lets your Marketing Agent route a conversation to a human teammate when the visitor needs direct help. This helps humans to be in the loop whenever the agent or the visitor requires them.
Use this article to enable handoff, define escalation criteria, and connect an available delivery channel.
Instructions define when the agent should escalate.
Slack is a delivery option. Docket shows only Slack channels where the Docket app has been added.
Teams is a delivery option. Docket shows only Teams channels where the Docket app has been added.
In this live capture, handoff is enabled, both delivery-channel switches are off, and Discard and Save are inactive. The screenshot does not simulate a connected integration or selected channel.
Before You Start
You need access to app.docketai.com.
You need an existing Marketing Agent.
Configure Work Hours first. Handoffs only work during your configured Work Hours.
Configure Slack or Teams before attempting to enable that delivery option.
Open Agent-to-Human Handoff
Open Marketing Agent Configuration.
Select the agent you want to configure.
Open the Agent tab.
In Setup & Manage, open Agent-to-Human Handoff.
Turn on the handoff switch.
Define the Handoff Instructions
Use Instructions to describe when the agent should escalate and what context should be included when notifying your team.
Good handoff criteria are specific. For example:
Hand off when the visitor explicitly asks to speak with a human.
Hand off when the visitor is qualified and wants pricing, security, implementation, or contract help.
Hand off when the visitor asks a question the agent should not answer alone.
Avoid vague instructions like "hand off important leads." Define the signals that make a visitor ready for human follow-up.
Configure a Delivery Channel
Expand Slack or Teams.
Follow the integration prompt if the selected service is not configured.
Add the Docket app to the destination channel if the channel is not listed.
When the delivery switch and channel selector are available, enable the service and select the destination.
Click Save.
The exact controls available in this section depend on your workspace's connected integrations. Do not expect a channel to appear until Docket has been added to it.
Docket will not access channels or teams where Docket is not part of them. This is a necessary step for the delivery location to work regardless of whether it's Slack or MS Teams.
Work Hours Requirement
Handoff occurs only during configured Work Hours. Test the workflow inside that schedule.
Use Work Hours as part of the handoff design. If your team only wants live human escalation during staffed hours, keep the handoff rules and work-hour schedule aligned.
Verify the Configuration
Reload the Agent tab and reopen Agent-to-Human Handoff.
Confirm handoff is on and the intended delivery option and channel remain selected.
During configured Work Hours, preview the agent and send a message that clearly matches one of the saved handoff criteria.
Confirm the destination receives the handoff notification.
The configuration is ready when the saved state persists and a matching test conversation reaches the intended channel during Work Hours.
Best Practices
Route handoffs to a channel that the responsible team actively monitors.
Keep handoff criteria narrow enough that the team can respond quickly.
Include the visitor signals the agent should look for before escalating.
Test handoff during configured Work Hours before relying on it in production.
Revisit handoff criteria when lead quality, routing, or staffing changes.
Troubleshooting
Issue | What to check |
|---|---|
Handoff does not trigger | Confirm handoff is enabled, Work Hours are enabled, and the test is happening inside the configured schedule. |
Delivery option is unavailable | Confirm the Slack or Teams integration is configured for the workspace. |
Channel is not listed | Add the Docket app to that Slack or Teams channel, then reopen the handoff settings. |
Notifications do not appear | Confirm the delivery switch is on and the intended channel is selected. |
Handoff happens too early | Tighten the handoff prompt so the agent waits for stronger qualification or intent signals. |
Handoff happens too late | Add explicit visitor phrases or criteria that should trigger escalation. |