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Power Platform Community / Forums / Copilot Studio / Omnichannel support fo...
Copilot Studio
Answered

Omnichannel support for PVA Bot in Teams

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Posted on by Microsoft Employee

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.

vijay16_0-1644227873543.png

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

vijay16_1-1644227993698.png

 

 

I have the same question (0)
  • Verified answer
    Jameslew_MSFT Profile Picture
    Microsoft Employee on at

    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!

  • shaiban_kaz Profile Picture
    13 on at

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

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