Microsoft bot framework and MS team- handover to human agent

Nisha Chaudhary 6

hi All,

I am looking for guidance here.

Here is the problem statement

If I build chatbots using the MS Bot framework and make it available on MS teams.

Is it possible to handover the chat to Human-agent using bot framework and MS teams?

Assume that my human-agents are also on MS teams.

Do I need any other component to achieve handover to Human agents?

thanks in advance

regards,
Nisha

4 answers

romungi-MSFT 45,961 Reputation points Microsoft Employee

2020-07-30T11:40:41.053+00:00

@Nisha Chaudhary Yes, you can use the bot framework to handover to a human agent. This is a recent feature that is added to the bot framework and is documented here.

You can use these official samples from the bot builder repo for reference.

https://github.com/microsoft/BotBuilder-Samples/tree/master/experimental/handoff-library/csharp_dotnetcore/samples/LivePersonProxyAssistant

https://github.com/microsoft/BotBuilder-Samples/tree/master/experimental/handoff-library/csharp_dotnetcore/samples/LivePersonProxyBot

https://github.com/microsoft/BotBuilder-Samples/tree/master/experimental/handoff-library/csharp_dotnetcore/samples/Microsoft.Bot.Builder.HandoffBot
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Ravi hossur 1 Reputation point

2020-07-31T09:24:36.893+00:00

Hi,
Thanks for your response to @Nisha Chaudhary . I am her colleague and would like to explain the problem statement further.
We have BOT Framework where we engage the end-users ( our clients who are outside) through a custom chat window. When the BOT encounters a issue that it cannot resolve, it needs to hand over to a manual agent. The agent will have MS Teams, through which they should be able to view the relevant chat history and resolve it.
As per the documentation provided by you and also MS documentation on Power Virtual Agent, we know that there is a support for hand-off to an Agent Hub.
Our question is can the Agent Hub be MS Teams? if yes what is the mechanism to set it up?

regards
Ravi

romungi-MSFT 45,961 Reputation points Microsoft Employee

2020-07-31T12:53:18.85+00:00

@Ravihossur-9849 Thanks for the details and clarification. With respect to handoff scenarios using the bot framework the agent hub is configured to be LivePerson where you need to have its subscription to test the scenarios mentioned above.

I do not have enough expertise on power virtual agent bots as this service is different from the bot framework that is supported on this forum, but I have looked up its documentation to understand your scenario and it looks like for a PVA bot during the handoff needs an omnichannel to be configured which by default uses teams channel as mentioned here. I think if your scenario is to use teams channel for agent to chat with the customer then you can try this setup.

Ravi hossur 1 Reputation point

2020-08-24T06:38:20.973+00:00

@romungi-MSFT Can you please provide an alternate to LivePerson as the 'agent hub'?

regards
Ravi
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Ravi hossur 1 Reputation point

2020-08-19T08:23:22.047+00:00

Hi,
Thanks for your inputs. We have not been able to get any response from LivePerson. Is there any other 'agent hub' you would recommend?

regards
Ravi
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Gourav Sharma 1 Reputation point

2020-09-17T10:04:33.817+00:00

Hi Ravi,

I have gone through the same problem when I do not want to use LivePerson for Hand-Off. You can try intermediator-bot-sample hopefully, it will help you. This has an Agent Hub on MS Teams and client as in slack but It could be others too like- webchat, skype, directline etc.

Regards,
Gourav Sharma
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Gaurav Anand 6 Reputation points

2020-09-30T08:51:10.683+00:00

Hi GauravSharma,

The intermediator-bot-sample which you have mentioned doesn't seem to work after adding Microsoft.Bot.Builder.Dialogs (4.10.3) which required upgrading to Microsoft.Bot.Builder to version 4.10.3 as, it has introduced the concept of APIController in framework this bypassing the HandoffMiddleware Middleware of intermediator-bot-sample.

Have you been able use intermediator-bot-sample with Dialogs? Would appreciate your response as, am in difficult situation right now as, am not able to make it work with Dialogs.

Victor 1 Reputation point

2020-10-01T09:10:02.297+00:00

So does anyone have a solution for the handoff in the updated bot builder? Been stuck for 3 weeks on this.

Gaurav Anand 6 Reputation points

2020-10-02T12:54:00.387+00:00

@Victor Have solved the issue... would post the solution in a few days
-Thanks Gaurav
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Gaurav Anand 6 Reputation points

2020-10-02T07:00:22.647+00:00

Same here Victor... I too have been stuck for 2 weeks... How about collaborating and putting our minds together to solve this one. We can have a video call to discuss and take it further... Let me know..

You can reach me at inclusivehumanss@Stuff .com

following is my Query on stackoverflow agent-handoff-intermediator-bot-sample-c-by-tompaana-on-github-doesnt-work-o
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Mahesh C M 151 Reputation points

2020-10-03T17:26:08.96+00:00

@Gaurav Anand , I also have the same issue, been stuck for 1 week. did you get any solution for this?

Gaurav Anand 6 Reputation points

2020-10-05T05:52:20.127+00:00

Have been able to resolve the issue. Click here to view solution

Mahesh C M 151 Reputation points

2020-10-05T08:37:12.307+00:00

Thank you @Gaurav Anand , will check the new solution

Gaurav Anand 1 Reputation point

2020-10-12T07:33:54.253+00:00

Hi @Mahesh C M did you check out the solution... let me know if you need support
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Microsoft bot framework and MS team- handover to human agent

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