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!
Solved! Go to Solution.
HI @johnbradbury ,
It’s a great idea, but it’s not available yet.
you can suggest here: https://aka.ms/pva/community/ideas
HI @johnbradbury ,
It’s a great idea, but it’s not available yet.
you can suggest here: https://aka.ms/pva/community/ideas
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.
The best solution, thank you!