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activities.json
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README.md

Connect to Engagement Hub

This sample shows the minimum code required for a Power Virtual Agent client to intercept a handoff activity and connect to an engagement hub to transfer conversation to a live agent.

Prerequisites

  • .NET Core SDK version 2.1

    # determine dotnet version
dotnet --version

How to try this sample

  • When an end-user interacts with a PVA bot over Directline, messages are sent to client in the form of activities.

  • In a dialog, when a node to transfer a chat to a live agent is detected, the activities payload contains a handoff activity that is a trigger to transfer the chat.

  • To detect the handoff activity,

    1. Clone the repository
    git clone https://github.com/microsoft/CopilotStudioSamples.git
    1. Add the HandoffHelper and dependent models on the client to intercept activities payload sent over Directline.

  • This helper detects an event activity with name - handoff.initiate.

  • HandoffHelper also parses conversation context (refer to HandoffContext.cs) and the transcript of the conversation between end-user and bot from the handoff.initiate activity.

  • Conversation context and transcript can then be used to write a custom adapter (based on engagement hub APIs) to transfer the chat to a live agent.

Further reading