cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
johnbradbury
Helper I
Helper I

Transfer to Agent in Teams?

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!

1 ACCEPTED SOLUTION

Accepted Solutions
renatoromao
Super User
Super User

HI @johnbradbury ,

 

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

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


Did I answer your question? Mark my post as a solution!
Thanks!

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.650 students) : English | Português

View solution in original post

3 REPLIES 3
renatoromao
Super User
Super User

HI @johnbradbury ,

 

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

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


Did I answer your question? Mark my post as a solution!
Thanks!

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.650 students) : English | Português

View solution in original post

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

 

@johnbradbury 


Did I answer your question? Mark my post as a solution!
Thanks!

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.650 students) : English | Português
prufach
Frequent Visitor

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.

Helpful resources

Announcements
V3_PVA CAmpaign Carousel.png

Community Challenge - Giveaways!

Participate in the Power Virtual Agents Community Challenge

PVA_User Group Leader_768x460.jpg

Manage your user group events

Check out the News & Announcements to learn more.

Carousel 2021 Release Wave 2 Plan 768x460.jpg

2021 Release Wave 2 Plan

Power Platform release plan for the 2021 release wave 2 describes all new features releasing from October 2021 through March 2022.

PowerPlatform 768x460.png

Microsoft Learn

Check out our new Discover Your Career Path blog post series and get all the details.

Top Solution Authors
Users online (2,989)