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AdamHunt
Frequent Visitor

Hand over conversation to a third party chat instead of dynamics

Has anyone been able to hand over a conversation to a third party chat tool instead of Dynamics?

1 ACCEPTED SOLUTION

Accepted Solutions
renatoromao
Super User
Super User

Hi @AdamHunt ,

 

Today, you can only use Omnichannel on Dynamics to transfer the conversation to the agent.

But I already created an idea to allow transfer conversations to the Microsoft Teams, please, vote

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

2 REPLIES 2
renatoromao
Super User
Super User

Hi @AdamHunt ,

 

Today, you can only use Omnichannel on Dynamics to transfer the conversation to the agent.

But I already created an idea to allow transfer conversations to the Microsoft Teams, please, vote

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

mivakoc
PVA
PVA

Hi @AdamHunt, it is possible to set up a live agent hand off to a third party provider. You will need technical expertise to implement as it involves writing a customer adapter. We have more info in our docs including code samples: https://docs.microsoft.com/en-us/power-virtual-agents/configure-generic-handoff

Michael

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