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Hand over conversation to a third party chat instead of dynamics

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Has anyone been able to hand over a conversation to a third party chat tool instead of Dynamics?

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  • Re: Hand over conversation to a third party chat instead of dynamics

    Hi @mivakoc , We do have the same use case. We want when a customer asks for a live agent support to hand off the conversation to Genesys UI as a custom HUB. I checked the documentation but there are no further insights about the custom adapter. Any customers or Partners/Integrators were able to implement that?

  • Re: Hand over conversation to a third party chat instead of dynamics

    Hi @AdamHunt, it is possible to set up a live agent hand off to a third party provider. You will need technical expertise to implement as it involves writing a customer adapter. We have more info in our docs including code samples: https://docs.microsoft.com/en-us/power-virtual-agents/configure-generic-handoff

    Michael

  • Verified answer
    renatoromao Profile Picture
    renatoromao 6,762 on at
    Re: Hand over conversation to a third party chat instead of dynamics

    Hi @AdamHunt ,

     

    Today, you can only use Omnichannel on Dynamics to transfer the conversation to the agent.

    But I already created an idea to allow transfer conversations to the Microsoft Teams, please, vote

    https://aka.ms/pva/community/ideas

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