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Anonymous
Not applicable

Transfer to agent does not work

This action does not work for me when testing.

 

No error is shown when testing in the portal, but the below is shown in the demo site:

 

 

 

PVA_error.png

21 REPLIES 21

@Dhina - We'll have better illustrated code samples to show how you could escalate to any engagement hub soon. @Anonymous was looking to escalate to Teams. If you're looking to do this now, you'll need to write custom code. Let me know and I can provide you with guidance.

pawan-msft
Copilot Studio
Copilot Studio

@Anonymous - What you're attempting to do with Teams is not supported out of the box and requires custom code. Please mark this topic as Solved.

Anonymous
Not applicable

Is transferring to another Teams user is supported through Teams channel integration?

@Anonymous - No. The Teams channel integration only enables your bot having a presence on Teams. You will need to write custom code to enable hand-off to a user in Teams. I see how you may want to configure hand-off options as part of configuring your channel.

Anonymous
Not applicable

So it sounds like this feature is meant for web app embedded bots then since we cannot write custom code in Teams to interact with the conversation a PVA bot is having with the user. I think this is important to clarify for future visitors of this forum since this feature has been talked about in many forums.

@Anonymous - Good point. Yes, only web-enabled channels using custom canvases can escalate seamlessly to a human agent. I'll make sure we can update product documentation to reflect this more clearly.

Anonymous
Not applicable

Thanks for sticking with me. Not the answer I was hoping for but your interaction here has been very helpful. 

D365Goddess
Most Valuable Professional
Most Valuable Professional

@pawan-msft can you share a screenshot of the routing rule from the bot to the queue? The online documentation is not very clear on how to see this up

IF you previously used the Escalate system topic (works using text and a link), replaced by Transfer to agent (requires custom code).

You can still use Escalate

Select "go to another topic" -> search for and select Escalate

Edit system topic Escalate to define your text and add a link for users to click on.

see attached image

@D365Goddess - Sure, here you go. In my setup, I have 2 queues - (a) Bot queue; and (b) Agent queue. I have a single workstream with a single context variable in it called "va_Scope" and 2 routing rules that selective route to Bot queue (with my VA bot a member of) or the Agent queue (with my live agent a member of).

 

See screenshots attached. Hope this helps.

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