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Ticketing & ConciergeLive Agent HandoffChannel Handoff

Configure Channel Handoff for Microsoft Teams

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Live Agent Handoff

  1. Go to Ticketing Automation > Handoff > Live Agent Handoff and click Create to create a new Live Agent Handoff.

  2. Open the Live Agent Handoff page options.

  3. Add a Handoff Identifier.

    Example

  4. If a ticket should be filed when a live agent handoff occurs, select Should File Ticket On Default.

    1. Note: The domain in the Handoff Settings (see below) will be used as the ticket domain.
    2. You can use Short Description Prefix to add a prefix to the short description of the ticket.

  5. For Configuration select Channel Handoff.

  6. Add a Supported Channel Route for Channel Handoff

    1. Specify the Channel Id:

      1. To find your Channel ID, go to the channel that you would like to enable live agent chat for and click … then Click Copy link.

      2. Your link should look something like this: https://teams.microsoft.com/l/channel/19%3Aff484bbc904541449dfb67e8dea449e8%40thread.tacv2/Finance…

      3. The channel ID is between “channel/” and “/channel’s name”, so in the example above, the channel ID is:
        19%3Aff484bbc904541449dfb67e8dea449e8%40thread.tacv2
        Example

    2. Set Supported Channel handoff platform as your Microsoft Teams connector.

  7. Ensure that Enable Live Agent is set to true and Enable Live Agent Link is set to false

Handoff Settings

  1. Add an Item Config with a unique Item display key, and in Live Agent Handoff select the handoff you created above. Saving fails without it. The display key is also the key for the item’s labels in Display Configurations.

    Example

  2. Set Metadata Domain. If ticketing is enabled for live agent handoff, this domain determines which ticketing configuration to use.

  3. Leave Deflection action empty.

  4. Set Handoff Type as AGENT_HANDOFF.

  5. Set Pretrigger Rule.

    Example

  6. Set Category display keys.

    Example

Handoff Display Configurations

  1. Go to Chat Platforms > Display Configurations and open Handoff.

  2. Ensure that the handoff category has a name (handoff_category_names).

    Example

  3. Ensure that the handoff category has a description (handoff_category_desc).

    Example

  4. Add a name to the handoff item (handoff_item_names):

    Example

These names and descriptions will appear in the Get Help section: