Case study / Dubai-based forex broker / 2026

When automation needs a person, the handoff arrives with context.

When an automated conversation needs a person, it routes into Microsoft Teams as an actionable card and tracks the handoff to completion.

01 / What changed

From activity without a record to a system you can inspect.

Before

Customers asking for a human hit a dead end. Escalations arrived without context, and nobody could tell which had been picked up.

After

Genuine escalations become actionable Teams cards with journey context, and every assignment is written back to one event history.

02 / How it works

Human-in-the-loop escalation

Simplified for publication

Inbound message

Classify

Journey lookup

Build card

Post to Teams

Agent assignment

Event store

Status callback

Identifiers, endpoints and customer data removed.

03 / The decisions

01
Classified every inbound message into status update, escalation request, or ordinary reply, so only genuine escalations page a human
02
Enriched each escalation with the customer's journey position before notifying anyone, so the agent opens with context instead of asking for it
03
Delivered escalations as actionable Teams cards, with assignment written back through a callback endpoint
04
Persisted every state change, so a handoff can be audited after the fact rather than lost in a chat thread

04 / What it changed

Escalations arrive with journey context attached rather than as a bare notification
Assignment is recorded and auditable instead of living in an unread channel
Automated and human handling share one event history

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