Talk to Agent Issue

[BernabePosadas]

Hi,

We used the examples from PowerVirtualAgentsSamples/BuildYourOwnCanvasSamples/2.location-and-file-uploading/

We just having issue on PVA inbuilt Escalate to Agent command as it does not escalate the bot conversation to agent in omnichannel. We also checked using the code snippet of livechat generated in omnichannel and it escalated fine when we connect our PVA bot.

My concern is that escalate to agent is not supported in webchat or do we need further configuration to set it up?
Thank you.

[iMicknl]

Have you followed the https://learn.microsoft.com/en-us/training/modules/omnichannel-power-virtual-agents documentation?

As far as I am aware, when you do use Omnichannel for Customer Service, you will need to use the widget from Omnichannel. (https://learn.microsoft.com/en-us/training/modules/omnichannel-chat/). If this does not work as expected, it is best to create a support ticket.