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Publish & Channel Management

Escalation to live agent via Teams?

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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.

  • pawan-msft Profile Picture
    pawan-msft on at
    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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