Power Platform Community Forum Thread Details

Hi all

We have been attempting to setup a transfer to a live agent (not Omnichannel/Dynamics) with the following architecture. Unfortunately we have been running into some hickups and were wondering if we are missing something to make our setup work... or our setup/architecture is just not possible.

Step 1

User communicates with the PVA. All is good!

Step 2

User escalates conversation and want to keep communicating with the same bot/chat/window/application but is actually communicating to a live person.

We are able to setup the communication between the three layers (user, PVA and live agent (console app)). So this piece works... kind of...

Issue #1: Every interaction/message the User sends, the PVA still tries to answer the question/text that was sent. We just want the bot to accept the message but not process it, just relay.

Issue #2:Every interaction/message the Live Agent sends, the PVA also tries to answer this text that was sent. We absolutely do not want the bot to try and process messages that are sent by the Live Agent...

FYI: We are aware that the standard architecture would have use build a 'custom Bot' and let it communicate with User, PVA and Live Agent (if needed) but we were hoping to simplify this architecture by scratching one component (the custom bot).