fully monitored centralized support chatbot/shared Teams account

[miharbi0]

not sure how to best word the subject, but basically I am hoping to have a Teams chatbot where my team can monitor the live conversations and also having the ability to respond on behalf of the bot would be cool.

there may be a better way to do what i want to accomplish, but essentially our team often gets very basic support requests/questions.  sometimes these can be answered with automated responses but sometimes a quick response from a human would be better.

I suppose a similar thing could be accomplished with a public channel or team, but a bot brings an added convenience.  any advice is appreciated.  

[renatoromao · Accepted solution]

Hi @miharbi0 ,

I recommend you to create a Microsoft account of your system called "Human bot" and the users use this account to reply manually to the users if the bot doesn't understand the question (the user send a message to the bot and when the bot doesn't understand, they send the same message to a Human bot account).

Today, you can use the Power Virtual Agents chatbot to reply to common questions and you can monitor the analytics with unanswered questions and improve your chatbot to understand better the same question in the future.

Regarding the users to use the chatbot, it's not possible yet. You can suggest your idea here: https://aka.ms/pva/community/ideas

But you can transfer the conversation to the agent, using Dynamics 365 Omnichannel or a third party.

https://powerusers.microsoft.com/t5/General/Hand-over-conversation-to-a-third-party-chat-instead-of-...

[mivakoc]

As Renato suggested, Dynamics 365 Omnichannel should help address this use case.