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Add support dispatcher Teams ID from PVA conversation

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In my use case, when end-user contact PVA. If the PVA can't answer the questions, I am expecting the PVA can add our dispatcher team's ID into the conversation and include the previous chat history with PVA.  The support dispatcher ID is login by a support analyst. How to achieve this? Transfer to agent seems different.
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  • Re: Add support dispatcher Teams ID from PVA conversation

    Hi @renatoromao ,

     

    Thanks for your prompt response and detailed explanation. 

    In my understanding those transfers to agents via Omnichannel or Engagement hub may, it's a different one. 

    What I want to achieve is to develop this PVA in Teams and if the PVA can't manage the end-user contact or request escalation, it can trigger to add a support Teams ID, let a human step in the conversation. 

    Hope this explained my question, let me know if anything that I can do to achieve this. 

  • Re: Add support dispatcher Teams ID from PVA conversation

    Hi @renatoromao ,

     

    Thanks for your prompt response and detailed explanation. 

    In my understanding those transfers to agents via Omnichannel or Engagement hub may, it's a different one. 

    What I want to achieve is to develop this PVA in Teams and if the PVA can't manage the end-user contact or request escalation, it can trigger to add a support Teams ID, let a human step in the conversation. 

    Hope this explained my question, let me know if anything that I can do to achieve this. 

     

     

  • renatoromao Profile Picture
    renatoromao 6,819 on at
    Re: Add support dispatcher Teams ID from PVA conversation

    Hi @Anonymous ,

     

    If you want to transfer the user to agent, you can use:

    - Omnichannel: Configure hand-off to Omnichannel for Customer Service - Power Virtual Agents | Microsoft Docs

    - Generic Engagement hub: Hand off chatbot conversations to any generic engagement hub - Power Virtual Agents | Microsoft Docs

     

    Today, it's not available to escalate to Teams users, but you can vote here: https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Transfer-to-Agent-in-Teams/idi-p/737140

     

    Also, I don't understand what do you want to do with this dispatcher Teams ID. Can you explain better, please?

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