Setting Up Microsoft Teams Handoff Notifications

Last updated: July 22, 2026

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.

Agent-to-Human Handoff panel captured directly from the Docket app

  1. Enter the escalation criteria in Instructions.

  2. Slack remains a separate delivery option and is not part of this setup.

  3. Expand Teams to configure the Teams delivery option.

This live capture shows Teams off before a destination is configured. It does not show a fabricated connected state or channel list.

Before You Start

  • Connect Microsoft Teams in workspace integrations.

  • Add the Docket app to the Teams channel that should receive notifications. Only channels with Docket added are shown.

  • Configure Work Hours for the agent.

  • Decide which Teams destination should receive handoff notifications.

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.

Setup Flow

  1. Open Marketing Agent Configuration.

  2. Select the agent.

  3. Open the Agent tab.

  4. Open Agent-to-Human Handoff.

  5. Enable handoff.

  6. Write the handoff prompt that describes when the agent should escalate.

  7. Expand Teams.

  8. If prompted, complete the Teams integration.

  9. Turn on Teams when the switch becomes available.

  10. Select the Teams channel your team actively monitors. If it is missing, add the Docket app to that channel first.

  11. Click Save, then test during configured Work Hours.

What to Test

Confirm the agent escalates only for the intended visitor signals and that the receiving team can see enough context to respond.

Verify the Teams Handoff

  1. Reload the Agent tab and reopen Agent-to-Human Handoff.

  2. Confirm Teams is on and the intended Teams channel remains selected.

  3. During configured Work Hours, preview the agent and send a message that clearly matches a saved handoff criterion.

  4. Confirm the selected Teams channel receives the notification.

The setup is ready when the saved Teams destination persists and a matching test conversation reaches that channel.

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.

Best Practices

  • Use a Teams destination with a clear owner.

  • Keep the handoff prompt specific.

  • Align Work Hours with the team that monitors Teams.

  • Re-test after changing integrations, channel ownership, or handoff criteria.

Troubleshooting

Issue

What to check

Teams cannot be enabled

Confirm the Teams integration is connected for the workspace.

Teams channel is missing

Add the Docket app to that channel, then reopen the handoff settings.

No notification arrives

Confirm Teams is on, the intended channel is selected, and the test occurs during Work Hours.

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