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songmic
Regular Visitor

Add support dispatcher Teams ID from PVA conversation

In my use case, when end-user contact PVA. If the PVA can't answer the questions, I am expecting the PVA can add our dispatcher team's ID into the conversation and include the previous chat history with PVA.  The support dispatcher ID is login by a support analyst. How to achieve this? Transfer to agent seems different.
3 REPLIES 3
renatoromao
Super User
Super User

Hi @songmic ,

 

If you want to transfer the user to agent, you can use:

- Omnichannel: Configure hand-off to Omnichannel for Customer Service - Power Virtual Agents | Microsoft Docs

- Generic Engagement hub: Hand off chatbot conversations to any generic engagement hub - Power Virtual Agents | Microsoft Docs

 

Today, it's not available to escalate to Teams users, but you can vote here: https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Transfer-to-Agent-in-Teams/idi-p/7371...

 

Also, I don't understand what do you want to do with this dispatcher Teams ID. Can you explain better, please?


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songmic
Regular Visitor

Hi @renatoromao ,

 

Thanks for your prompt response and detailed explanation. 

In my understanding those transfers to agents via Omnichannel or Engagement hub may, it's a different one. 

What I want to achieve is to develop this PVA in Teams and if the PVA can't manage the end-user contact or request escalation, it can trigger to add a support Teams ID, let a human step in the conversation. 

Hope this explained my question, let me know if anything that I can do to achieve this. 

 

 

Hi @renatoromao ,

 

Thanks for your prompt response and detailed explanation. 

In my understanding those transfers to agents via Omnichannel or Engagement hub may, it's a different one. 

What I want to achieve is to develop this PVA in Teams and if the PVA can't manage the end-user contact or request escalation, it can trigger to add a support Teams ID, let a human step in the conversation. 

Hope this explained my question, let me know if anything that I can do to achieve this. 

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