Power Platform Community Forum Thread Details

I'm trying to implement chat handover to a live agent in Teams.

I do NOT have, and do not intend to implement/use Omnichannel/Customer Engagement.

The bot is embedded in a webpage, and is open to the public. The user should be able to converse with the live agent in either the same browser/chat, or a popup browser chat window.

The live agents should be able to review incoming chat requests, accept/reject conversations in Teams. If a chat request is rejected, some output should be returned to the bot, to trigger appropriate topic.

At the moment, I'm exploring handoff with deep linking described here :

https://learn.microsoft.com/en-us/microsoftteams/platform/bots/how-to/conversations/bot-copilot-handoff

I dumped the deeplink into an Adaptive Card/Action.OpenUri, and removed the part associated with continuation token (I'm thinking just start a new conversation with live agent, nothing to handover).

{
"type": "Action.OpenUrl",
"title": "Handoff to Bot",
"url": "https://teams.microsoft.com/l/chat/0/0?users={my username},28:${botid}"
}

However, when I execute, it opens Teams page requesting to install or proceed with web version. This suggests user will be required to use Teams as well.

This should not be the case as seen in video in the MS documentation above. Can anyone advise on the issue?

Can anyone advise if this method with deeplinking can meet the requirements described above (specifically review/accept/reject chat requests), or propose another method (without Omnichannel)?

Categories:

General topics

Deep Linking in Adaptive Card:

The deep link approach can work, but as you noticed, it requires the user to have or open Teams. Deep links will open the Teams app or web client, where users will be asked to install or use the web version, as Teams doesn’t currently support anonymous chats without user login.
If using this method, make sure your bot’s deep link (teams.microsoft.com/l/chat/0/0?users={username},28:${botid}) opens a new chat each time, as continuation tokens won’t apply without active sessions.

Build a Teams App for Agent Queue Management:

Create a custom Teams app or channel where agents can receive and review chat requests. Agents can accept/reject using adaptive cards in a Teams channel (visible to internal agents), which could then trigger a response to the user in the embedded bot.
You can use Teams Messaging Extensions to allow agents to respond directly within Teams to the web-based bot user.