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.
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.
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?