🛠️ How-to guide

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WHAT IT DOES

Human Escalation connects a platform so your agent can hand a conversation off to a real person when it needs to. Today, handoff runs through Microsoft Teams. Part of Inside Your Agent.

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Before you start

• A role that can edit agents — Editor, Publisher, or Admin (see Roles & Permissions).
• A Microsoft Teams tenant where your human agents work.
• For single sign-on tabs (optional), a Microsoft Entra administrator to grant a one-time consent.

Connecting Microsoft Teams

1. On the agent's Human Escalation tab, select Activate. This provisions a dedicated Teams bot for your workspace — it usually takes a minute or two.

The Human Escalation tab with Microsoft Teams connected — download the manifest to side-load into Teams, or Configure timeouts and the session messages residents see.

1. Once connected, select Download manifest to get a .zip, and side-load it into Teams so your agents receive escalations.
2. Select Configure to set timeouts, options, and the messages residents see.

Configure (Settings)

• Agent timeout (seconds) — how long to wait for a human before timing out (0 or blank = no timeout; default 86400 = 24h).
• Show agent-workspace tabs in Teams — give agents My status / Agents / Jobs tabs inside Teams. Turning this on can add single sign-on: enter your Entra tenant id, then have an admin Grant admin consent (or copy the consent link to send them).
• Enable AI insights — surface AI insights in the agent workspace.
• Enabled — turn the connection on.

Session messages

The messages a resident sees during a handoff — edit them to match your tone. You can use {{ AgentFirstName }}, and leaving one blank suppresses it:

• Waiting in the queue
• Agent joined