How to use Live agent in PVA using Flow?

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Posted on 18 Jun 2021 04:31:18 by v-ravka Microsoft Employee

I have followed below documents :
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

https://powervirtualagents.microsoft.com/en-us/blog/power-virtual-agents-integration-with-bot-framew...

https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off

I have gone through those documents and regarding Omnichannel i think we require seperate license for that i have tried but it s not working and other option which I found is Botframe work in which I have no knowledge.

Next is building our own engagement hub document which I have gone through.In this there are no steps for creating an engagement hub and connecting to live agent.So if you can explain me about the steps it will be helpful

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PabloD 62 on 09 Sep 2021 at 01:15:41

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Re: How to use Live agent in PVA using Flow?

Forget OmniChannel unless you are already using Dynamics 365, and are prepared to get additional licenses. It does not make sense for most users.
Looking at doing a handover with "lighter" products, so I can offer this internally. PVA without the ability to handover to a human is very frustrating to users.