Setting Up Slack Handoff Notifications
Last updated: July 22, 2026
Use Slack handoff notifications when your team wants Marketing Agent escalations to appear in a Slack channel that sales, support, or customer-facing teammates monitor.
Enter the escalation criteria in Instructions.
Expand Slack to configure the Slack delivery option.
Teams remains a separate delivery option and is not part of this setup.
This live capture shows Slack off before a destination is configured. It does not show a fabricated connected state or channel list.
Before You Start
Connect Slack in workspace integrations.
Add the Docket app to the Slack channel that should receive notifications. Only channels with Docket added are shown.
Configure Work Hours for the agent.
Decide which Slack channel should receive handoff notifications.
Setup Flow
Open Marketing Agent Configuration.
Select the agent.
Open the Agent tab.
Open Agent-to-Human Handoff.
Enable handoff.
Write the handoff prompt that describes when the agent should escalate.
Expand Slack.
If prompted, complete the Slack integration.
Turn on Slack when the switch becomes available.
Select the Slack channel your team actively monitors. If it is missing, add the Docket app to that channel first.
Click Save, then test during configured Work Hours.
What to Include in the Handoff Prompt
The prompt should define the visitor signals that justify a human handoff. Examples include asking for pricing help, requesting a sales conversation, needing implementation guidance, or asking a question the agent should not answer alone.
Verify the Slack Handoff
Reload the Agent tab and reopen Agent-to-Human Handoff.
Confirm Slack is on and the intended Slack channel remains selected.
During configured Work Hours, preview the agent and send a message that clearly matches a saved handoff criterion.
Confirm the selected Slack channel receives the notification.
The setup is ready when the saved Slack destination persists and a matching test conversation reaches that channel.
Setting up work hours (optional)
You can configure work hours for the 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.
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 channel with a clear owner.
Keep criteria narrow enough that notifications stay actionable.
Test with a realistic conversation before relying on Slack handoff in production.
Review Work Hours if handoff does not trigger during testing.
Troubleshooting
Issue | What to check |
|---|---|
Slack cannot be enabled | Confirm the Slack integration is connected for the workspace. |
Slack channel is missing | Add the Docket app to that channel, then reopen the handoff settings. |
No notification arrives | Confirm Slack is on, the intended channel is selected, and the test occurs during Work Hours. |