Transfer to Agent in Teams?

[johnbradbury]

Is there a way for me to transfer customers to agents within Teams when they need to escalate to a human?

We don't use Dynamics so Omnichannel isn't an option.

I'm wondering whether or not I could put something together with Power Automate which essentially looks at the status of a set group of people, and then transfers to the first available agent based on 'Teams Status'?

Not idea, and would leave a reporting gap, but better than nothing!

[renatoromao · Accepted solution]

HI @johnbradbury ,

It’s a great idea, but it’s not available yet.

you can suggest here: https://aka.ms/pva/community/ideas

[renatoromao]

Adding the idea: https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Transfer-to-Agent-in-Teams/idi-p/7371...

@johnbradbury 

[prufach]

HI @johnbradbury,

I'm waiting for this feature and I implemented a temporary option, I hope you're useful.

I put a message "If you need chat with an Agent CLICK HERE"
(CLICK HERE is a LINK : "https://teams.microsoft.com/l/chat/0/0?users=emailteamsaddress@yourdomain.com" )
This URL open chat in Teams.

[rych]

The best solution, thank you!