Hi all,
I know we have conversational teams plugin and virtual agent to help end users to connect with live agent and all.
What our client want to know is, if we could help Analyst to initiate the conversation to End user on teams chat.
I know i could create a UI action or UI macro 'Open teams chat' to redirect Analyst to Team to particular caller.
But it doesn't capture the conversation into ticket.
Is there a way to achieve this? Analyst should be able to initiate the conversation whenever needed.
Note: i wanted to test the rough image i had in mind like, using virtual agent and design a virtual agent flow to capture conversation via interaction and attach the interaction in ticket. But cant do it in PDI, and am not allowed to change in Dev instance. please let me know if anyone has implemented anything similar.
Other option i saw was Agent workspace, but again, end user need to initiate the conversation and not viceversa.
