transfer to agent

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Posted on 24 Dec 2020 17:11:56 by indhaa

hi,

I created my bot on Microsoft Teams. In my bot I want in case user want to talk to an agent, that they can request for it . I want to know is it possible to set for the Technician to join the chat conversation instead of leaving a message on Team channel.

Also I'm able to leave a message on Team using Power automate. But I'm unable to post it with the user name. Instead it is posting by the bot owner name. Anyone have an idea why this is. How to set this correctly for office365 user

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CU22081450-0 Most Valuable Professional on 24 Dec 2020 at 17:18:26

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Re: transfer to agent

Hi @indhaa ,

1- Transfer to agent using Microsoft Teams is not possible yet, but I already created an idea inside the community maybe on the next year will be available.

https://aka.ms/pva/community/ideas

2- Regarding your posting message inside the Teams using Power Automate, all workflows are running using the Workflow Administrator context. To use the user context, you need to wait until January/February 2021, will launch a feature that you can do it.

https://docs.microsoft.com/en-us/power-platform-release-plan/2020wave2/power-virtual-agents/run-connectors-as-end-user