Power virtual agent hand off to a human agent is not straight forward and require engagement hub and ton of coding to get it working which many clients can't afford.
The solution that will work for many customers would be to have MS teams integrated with PVA for hand-off:
Excellent feature and I need it internally for our HR, since now I have a problem when I want to transfer to live agent I need to transfer it to Dynamics...
It would be great to have a feature to transfer inside Microsoft Teams.
I can send a message as a Flow to HR employee but I can't connect person talking with a chat bot and HR employee directly. 😞
Long overdue feature missing to PVA.
Unbelievable that for those that do not have Dynamics 365 have to deal with such a childish decision of Microsoft of not placing such feature to PVA.
This is really a great feature and one option could be to have a Power Automate post details to a channel with conversation export. Since PVA Bot does not provide this feature I ended up hosting bot on a SharePoint page and have the direct line API to intercept the conversations and get the turn context and entire conversation and upload it to a SharePoint list. This seems to be working but it is custom. Having a out of box feature like this is greatly appreciated
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.