Announcements
Has anyone been able to hand over a conversation to a third party chat tool 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
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-handoffMichael
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?
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Jump in, show your community spirit, and win prizes!
Expanding mentorship, skilling, and AI innovation
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Valantis 304
11manish 170
