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The following is purely an internal use case and would not be customer facing. When deploying a bot in Teams with the ability for the Teams user to escalate to a human SME, what UI is the SME using? Would this require omnichannel engagement hub? What's running on the backend? And what are the licensing implications? Thank you.
hi @codasch
what UI is the SME using? What's running on the backend? And what are the licensing implications?
I think you reffer to use Teams as platform to receive messages, to you need to use Power Automate to conect your bot, so that is your backend, and depending on the scenario you could you premium actions that requires a P1 Power Automate license, it cost 15$ per user per month.
Would this require omnichannel engagement hub?
if you want to integrate with Dynamics, yes
see https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-bot-virtual-agent
Thanks, Christian! We're actually trying to avoid Dynamics 1st party licensing, especially since this is purely an internal use case. The idea is to connect the user and the SME via bot escalation in a Teams channel. Am I understanding you correctly that this could be supported by Power Automate alone if both the user and the SME are in Teams?
yes @codasch you can see some examples here in the forum.
as power automate with adaptive cards
https://www.avepoint.com/blog/microsoft-teams/microsoft-teams-power-virtual-agent/
as app in teams
https://docs.microsoft.com/en-us/power-virtual-agents/publication-add-bot-to-microsoft-teams
https://docs.microsoft.com/en-us/microsoftteams/platform/bots/how-to/add-power-virtual-agents-bot-to-teams
Hugely helpful! Thank you again and have a great weekend!
@codasch you are welcome friend, try to mark an answer as solution to guide others 😉
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