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Kaspars
New Member

How to forward session? When escalated.

Wanted to forward with all information of conversation to Mail or teams channel.
Its send only ID not all answers or texts or pictures.

1 REPLY 1
Jcook
Super User III
Super User III

Hello @Kaspars 

 

Currently this is not possible, a conversation can only be transferred to a engagement hub like OMNI Channel. You can configure a generic hub yourself. This requires some coding:

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

Hand off Pre requisites:

Use hand-off to live agent - Power Virtual Agents | Microsoft Docs

 

Consider voting for these ideas here:

Power Virtual Agent Hand-off to Microsoft Teams

Transfer to Agent in Teams - Power Platform Community (microsoft.com)

Transferring chat to human agents on more and diff... - Power Platform Community (microsoft.com)

 


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