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Bot Extensibility
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Hand off to live agent - Teams Authentication

Posted on by 106
Hi there, 
 
I'm using Copilot Studio to create bots that answer employee questions - we'd like to be able to hand off conversations to live agents should the bot not be able to answer. As these bots are internal, they use Teams authentication and are deployed to Teams only. 
 
We have started a free trial using Dynamics 365 Customer Service - but it looks like we're not able to use this for live agent hand off. Originally this looked to be because the trial spun up it's own environment, but even after importing one of our bots into this trial environment, there still is no option to hand off to Dynamics. 

The bot has been imported as a managed solution into the trial environment. 

If anyone has any ideas on troubleshooting to get this to work that would be great - or even better if anyone has had any success with Teams deployed Copilots being able to hand off conversations to live agents via a different application to Dyanmics, I'd love to hear how you've done it.
 
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