Any ideas on users giving a Thumbs up in a chat that is integrated with Teams

[Lynda1]

We have Virtual Agent and MS Teams integrated, when users are in Teams using VA and go to live chat, there are times the user gives the agent a thumbs up. The agent does not know the user gave a thumbs up unless the agent is remoted into the users computer and sees the user give the thumbs up.

I am thinking an enhancement but wanted to see if there is a setting I am not aware of that when a user gives a thumbs up, the agent sees it in their chat.

These are the words from one of our agents:

"Okay once again if not remoted in would not know the person gave a thumbs up on chat in teams"

Is there a setting that allows the agent to see these, maybe it is in the San Diego version?

[Victor Chen]

Are you referring to emojis? Those should be enabled through Agent Chat + Teams. I just tested it on the San Diego instance with the latest Integration with Teams app and emojis get passed to agents. 

[Lynda1]

I am referring to the emojis, they are visible to Agents in the San Diego version?

One of our Agents noticed the users giving a thumbs up only because he was remoted into the users computer and saw the user do this but he looks in the Agent chat and does not see the thumbs up. 

We are currently on Rome version, upgrading hopefully in October. not sure if we missed a setting during the integration or we just can wait for San Diego.

[Lynda1]

We are testing San Diego at the moment, I was curious if the Agent will see the thumbs up a user gives in a Teams chat.

This is the user giving a Thumbs up in a Teams chat:

This is what the Agent sees:

Is there a setting we are not away of?

[Victor Chen · Accepted solution]

You're referring to chat reactions. No those are not visible to the agent. Feel free to send the agent a thumbs up directly in the chat bar. 🙂