Transfer to Agent in Teams?

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Posted on by johnbradbury

Is there a way for me to transfer customers to agents within Teams when they need to escalate to a human?

We don't use Dynamics so Omnichannel isn't an option.

I'm wondering whether or not I could put something together with Power Automate which essentially looks at the status of a set group of people, and then transfers to the first available agent based on 'Teams Status'?

Not idea, and would leave a reporting gap, but better than nothing!

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Building Copilot Studio chatbots in Microsoft Teams

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CU22081450-0 Most Valuable Professional on at

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HI @johnbradbury ,

It’s a great idea, but it’s not available yet.

you can suggest here: https://aka.ms/pva/community/ideas

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CU22081450-0 Most Valuable Professional on at

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Adding the idea: https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Transfer-to-Agent-in-Teams/idi-p/737140

@johnbradbury

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prufach 70 on at

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HI @johnbradbury,
I'm waiting for this feature and I implemented a temporary option, I hope you're useful.

I put a message "If you need chat with an Agent CLICK HERE"
(CLICK HERE is a LINK : "https://teams.microsoft.com/l/chat/0/0?users=emailteamsaddress@yourdomain.com" )
This URL open chat in Teams.

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rych 13 on at

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The best solution, thank you!

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JayOng 9 on at

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Hi,

I'm trying to replicate what you said, is this going to redirect the user to someone on teams chat? As my team members are on teams chat would it be possible to redirect the user to my colleague John?

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prufach 70 on at

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Hi JayOng,
Yes, is possible to redirect the user, do you create and put link with format:
"https://teams.microsoft.com/l/chat/0/0?users=Johnemailaddress@yourdomain.com" and puth this link
This URL open chat in Teams.

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JayOng 9 on at

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Thank you very much, after retrying I finally got it.

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vip01 52 on at

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Please guide how you did Click Here with the link to teams chat under it in PVA with steps please, this is my current -

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vip01 52 on at

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Please guide how you did Click Here with the link to teams chat under it in PVA with steps please, this is my current -

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prufach 70 on at

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Hi vip01, You can edit the message box and select the "Click Here" to create a hyperlink and put here: "https://teams.microsoft.com/l/chat/0/0?users=Johnemailaddress@yourdomain.com"

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