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Session Id : y8EgXEDw9xLcK5ckP3KhVn
Copilot Studio - Publish & Channel Management
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Escalation to live agent via Teams?

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Posted on 3 Feb 2020 16:31:37 by Microsoft Employee

Hi!

 

Is it possible within PVA to escalate a conversation to live agent via Teams?

 

Customer has asked about this option, rather than having it escalate to Chat via Omnichannel.

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  • pawan-msft Profile Picture
    on 04 Feb 2020 at 20:25:05
    Re: Escalation to live agent via Teams?

    @PhilipNg - We don't support escalating to agents using Teams out of the box. If your customer wanted to do it, you can consider doing an API-level integration using a custom canvas for your PVA bot to call Teams specific APIs to send / receive messages upon hand-off.

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