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v-ravka
Microsoft
Microsoft

How to use Live agent in PVA using Flow?

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

 

1 REPLY 1
PabloD
Advocate I
Advocate I

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.

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