Need to transfer chat to live agent when user seleect anything else topic in MS teams chat window

sathishakumara
Tera Contributor

an hour ago

Hi Everyone,

 

Recently we have integrated and configured Virtual agent for MS Teams. It is working as expected. But Now we need to transfer user chat to live agent when select Need more help.. or Anything Else.. from chat window. MSTeamsChat_1.jpg

 

When we try to update the topic in designer window it displays a message " Please upgrade it to full access. Please contact your administrator" .

 

Can you share configurations how to transfer chat when user select anything else. topic.

 

Thanks in advance.

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Rishi_11
Mega Sage

an hour ago

Hi @sathishakumara ,

 

For the error which you are facing while updating the topics, it might be some issue with plugins. Please verify if the following plugins are upgraded:

  • Glide Virtual Agent
  • ITSM Virtual Agent Conversations

If they are fully upgraded, try repairing them. If it still doesn't work contact HI team.

 

Once you are able to modify the topics, you will need to do the following:

  • Identify from which topic this message is getting triggered.
  • Now modify the topic after the message add a decision block to check for the answer which user selected. If you just want this behavior to trigger on Teams you can also add additional check in the decision block to identify the channel using vaContext.deviceType.
  • After this check in "yes" path you will need to add another decision block to check if any agent is available, you can use vaSystem.isLiveAgentAvailable()  for this.
  • If live agent is available, use a script block to connect to Live agent. You can use vaSystem.connectToAgent() to do this.

Please mark this response as helpful or resolved, if this helps with your query.

 

Best Regards, 

Rishi.

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