cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
New Member

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
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 (+2.250 students | PROMOTIONS) : English | Português

View solution in original post

2 REPLIES 2
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 (+2.250 students | PROMOTIONS) : English | Português

View solution in original post

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

Helpful resources

Announcements
PP Bootcamp Carousel

Global Power Platform Bootcamp

Dive into the Power Platform stack with hands-on sessions and labs, virtually delivered to you by experts and community leaders.

secondImage

Power Platform Community Conference On Demand

Check out Tomasz Poszytek's session from the 2020 Power Platform Community Conference!

PVA Commnity Blog

NEW Power Virtual Agents Community Blog

View articles posted by fellow community members on the Power Virtual Agents Community Blog!

Top Solution Authors
Top Kudoed Authors
Users online (8,872)