Dubai-based forex broker · 2026
Human-in-the-loop escalation
When an automated conversation needs a person, it routes into Microsoft Teams as an actionable card and tracks the handoff to completion.
Simplified for publication. Identifiers, endpoints and customer data removed.
The problem
Automation handled the common path, but customers asking for a human hit a dead end. Escalations arrived with no context, and nobody could tell which had been picked up.
What I built
- 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
Outcome
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
Stack
- n8n
- Microsoft Teams
- WhatsApp Cloud API
- MySQL
Want something like this built?
Most of this is portable. The dedup, throttling and failure-handling patterns apply to any channel you send on.
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