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Omnichannel support for PVA Bot in Teams

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Posted on by Community Power Pla...

We've a bot that was built with PVA in Teams. We're looking to add OmniChannel support using Dynamics 365 Customer Service. The Omnichannel support does not seem to be present in Teams version of the PVA. In the web version, it looks like below. We can click on the Omnichannel and start to setup.

But in the Teams version, this option is not available. Do we have to have PVA Premium license to support this feature ?

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Building Copilot Studio chatbots in Microsoft Teams

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Jameslew_MSFT on at

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Re: Omnichannel support for PVA Bot in Teams

Yes Vijay16, the capability to hand off to a live agent is a part of the PVA Premium license. You can read more here about the differences in the licenses: https://docs.microsoft.com/en-us/power-virtual-agents/requirements-licensing-subscriptions

Hope that clarifies. Thanks!

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shaiban_kaz 13 on at

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Re: Omnichannel support for PVA Bot in Teams

Is there any other way we can use "transfer of agent" without using omnichannel?

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