Deploy PVA in teams with Omnichannel Agent Hand-off

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Posted on by VaibhavG

Hello!

I have been looking everywhere and cannot find any documentation regarding this but have not found anything to help.

I have implemented the live agent handoff with Omnichannel and received the code snippet to embed in a website. I can chat with the bot and then escalate and talk to an agent using Omnichannel in any web editor but I want to know how I can use this Bot in teams with the Agent handoff.

If this is not possible, does anyone have any alternative to showing information in the users chat from an agent. I thought of using an adaptive card where the agent can input a response but the 120 second timeout in PVA is proving to be a big hurdle for any workarounds.

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micchow on at

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Re: Deploy PVA in teams with Omnichannel Agent Hand-off

@VaibhavG when PVA is used with Omnichannel, all the channel deployment is handled in Omnichannel admin experience. It does support Teams and you an find the documentation here:
Configure Microsoft Teams channel in Omnichannel for Customer Service | Microsoft Learn