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Integrating Power virtual agent with external system: How to Create Chats from External Systems?

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Posted on by abhishekYellow1

We have a specific use case where we need to integrate an external bot with PVA to create chats on behalf of users for agent transfer and receive agents' messages(including media messages).
The goal of this integration is to leverage Dynamic 365 APIs for agent transfer exclusively while managing chat interactions externally. Any insights, guidance, or code examples on how to achieve this chat creation and agent message reception through APIs would be helpful.

Basically, we are looking for APIs

1. Which external system can be utilised to create chats on behalf of users for agent transfer and make chat sessions with agents?
2. How to exchange messages with PVA send messages to agents using apis?
3. APIs to send user typing event/message to PVA?
4. How to receive agent typing events or messages from PVA

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HenryJammes on at

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Hi @abhishekYellow1,

If you're using Dynamics 365 Omnichannel for Customer Service, agent hand off is natively available: Configure hand-off to Dynamics 365 Customer Service - Power Virtual Agents | Microsoft Learn

Henry

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abhishekYellow1 2 on at

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Hello @HenryJammes
Appreciate your response. We are currently using a third-party AI bot that uses AI to address customer inquiries. In instances where the bot is unable to address a user's query effectively, I want to transfer these chat sessions to Dynamics 365 customer service. This transition would enable the agents stationed there to provide assistance to the customer.
Are there any APIs available that our third-party bot could utilize to initiate chat sessions and engage with agents from the third-party bot's standpoint?
As far as I know, the native agent handoff functionality is accessible solely for the channels within D365, and not intended for external bots. Could you kindly provide some insights into APIs that can be invoked by a third-party bot to establish a connection with agents on D365?

Thank you

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HenryJammes on at

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I see. If you're not using Power Virtual Agents, I suggest you post the question on the Dynamics 365 community: Customer Service forum (dynamics.com)
From the documentation, you can integrate Azure bots and PVA bots with Dynamics 365 Omnichannel Customer Service: Overview of bots | Microsoft Learn

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