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agutierrez
Regular Visitor

I have a question about transferring to human agent

Hello

 

I want to transfer conversations from bots to human agents using an external crm, Not Dynamics 365.
-is it possible to do it? and how?
-Do I need a license?

1 ACCEPTED SOLUTION

Accepted Solutions
renatoromao
Super User
Super User

Hi @agutierrez ,

 

Yes, it is possible. You can transfer to another engagement hub using the documentation below:

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

 

Re licensing, you should buy a license if the system where you are escalating requires a license, otherwise, only the Power Virtual Agents premium license should be enough.


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

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.760 students) : English | Português

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2 REPLIES 2
renatoromao
Super User
Super User

Hi @agutierrez ,

 

Yes, it is possible. You can transfer to another engagement hub using the documentation below:

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

 

Re licensing, you should buy a license if the system where you are escalating requires a license, otherwise, only the Power Virtual Agents premium license should be enough.


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

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.760 students) : English | Português
Anonymous
Not applicable

Any idea how to get "Transfer Call" to a phone number to work in the new Unified Canvas?
The old Canvas had an option to transfer to a phone number like this:

CDSFounder_0-1669930633561.png

 

 

The new Unified Canvas does not appear to have the ability to transfer to an external number? The option is simply not present.

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