Go-to-market teams face a fundamental tension: how to scale personalized buyer experiences without losing the human touch that closes deals.
While Docket's Marketing Agent excels at engaging visitors 24/7, answering complex questions, and running sophisticated discovery conversations, the next evolution delivers seamless human handoff for those pivotal moments when personal connection accelerates deals.
Today, Docket announces Human Handoff, a solution that bridges AI speed with human judgment at the exact moment it matters most.
"AI will undoubtedly transform how we engage with prospects and customers, but it will never replace the relationship-building power that humans bring to critical moments.” states Arjun Pillai, CEO & Co-Founder of Docket. “The future isn't about choosing between AI efficiency and human connection, it's about combining them strategically. Human Handoff represents our belief that the most successful go-to-market teams will be those who leverage AI to identify and nurture opportunities, then seamlessly transition to human expertise when trust and relationship-building become the deciding factors. We built this feature because we know that behind every great deal is a human connection made at exactly the right moment."
The new feature seamlessly routes high-intent conversations from Docket's AI agent directly to sales teams via Slack, complete with full context, instant notifications, and zero dropped conversations.
How Human Handoff Works
Traditional approaches force a binary choice: either "AI-first" with missed human moments, or "human-first" without scalability beyond business hours; Docket's Human Handoff eliminates this compromise. Critical to the success of Human Handoff, is ensuring that the experience transforms based on timing:
During business hours, the agent identifies high-intent moments and instantly connects visitors with sales teams. A notification appears in the designated Slack channel with visitor context, conversation summary, and the critical last message. Sales reps accept the handoff and continue conversations directly from Slack—eliminating context switching, delays, and friction.
Outside business hours, the agent continues operating autonomously, ensuring 24/7 coverage while gracefully collecting contact information for follow-up.
The difference between a great product concept and successful adoption often comes down to execution details. Docket's engineering and product teams spent extensive time understanding how GTM teams actually work, their Slack habits, response patterns, and the small friction points that can derail handoff processes.
Docket’s Human Handoff was built with those processes, and real-world adoption challenges in mind:
- Smart timing nudges: Automatic channel pings at 30 seconds if no response, with message updates at 60 seconds showing urgency
- Conflict-free handoffs: Clean state management prevents multiple team members from accidentally responding to the same visitor
- Contextual intelligence: Every handoff includes visitor details, conversation history, and AI-generated summaries for seamless rep transition
- Reliability-focused design: Text-only Slack replies ensure message delivery and maintain professional guardrails
Human Handoff is live in Docket's App environment with minutes-long setup. Organizations enable the feature in Marketing Agent settings, connect their Slack channel, set work hours, and define handoff criteria. Built-in defaults enable immediate deployment with refinement based on team patterns.