Configure Live Agent Channel Handoff for MS Teams

Live Agent Handoff

1. Go to 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. Add a Trigger Rule.

   1. For example, set to context.domain == “FINANCE_DOMAIN” if this handoff should appear for users experiencing a Finance-related issue.

      

5. If a ticket should be filed when an 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.

6. For Configuration select Channel Handoff.

7. 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 MS Teams connector.

8. 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 an Item display key that matches the Handoff Identifier from step 3 in the “Live Agent Handoff” section above.

   Example

   

2. Set Metadata Domain. If ticketing is enabled for live agent handoff, this domain will be used do determine 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 > 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: