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Hey everyone,
I was able to find a workaround for getting a chat going with a real person using Teams and I wanted to share it. I used a power automate flow to achieve a working end result.
In the 'Escalate' Topic I created two question nodes. The first node is a multiple-choice option asking what topic the user needs assistance with (varTopicHelp (text)) and the second question node links to the outcomes of the first and is a "User's entire response" question (varHelpDesc (text)). For the second question node, I used "Write a brief description of what you're needing help with.".
I took the output variables: bot.UserID, varTopicHelp and varHelpDesc and used them as text inputs in power automate. Then I used those inputs to populate the flow. I used 3 actions in the below example: 'Get user profile', 'Create a chat', and 'Post message in chat or channel'. See below how I put it together:
Note: a service account must be used for the connection if you intend on adding your own email in as a recipient for the chat creation action.
This works for creating a chat to send to specific individuals or teams about the query within the bot. It obviously takes you out of the bot to continue the conversation, but it allows for the integration of Teams conversations with real people within your org.
If you have multiple topics handled by separate individuals or teams, using the condition action can create specific chats to those individuals. Example: If John Smith handles topic A and Mark Stevens handles topic B your flow could use the same actions as above but configured like this:
Note: Create chat doesn't allow for distribution groups to be added so your recipients will have to be added individually if more than one person can address the topic.
Hope this helps and is useful to someone!
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