Handing Over to Live Agents Without Losing Control
Diesen Beitrag auf Deutsch lesen
A Copilot Studio pattern uses M365 Agents SDK skills and Teams proactive messaging to connect live chat systems while retaining channel control.
TL;DR
The Copilot Studio Handover Sample uses an M365 Agents SDK skill as a message broker, Teams proactive messaging for asynchronous live-agent replies, and session mapping to route conversations to a third-party live chat system and return users to Copilot Studio.
Original by Mateusz Wasilewski, on The Custom Engine. Read the original
This is our own summary, not a republication or full translation.
Governance takeaway
- Makers: Import the pre-built solution and configure its escalation topics and environment variables to test the handover flow.
- Admins/CoE: Plan two Azure AD app registrations, local endpoints and authentication configuration before deployment because the sample setup is involved.
- Security/Compliance: Verify authentication between Copilot Studio, Azure Bot Service and the live chat platform before enabling message routing.
Frequently asked questions
How does the Copilot Studio Handover Sample return Teams conversations after live-agent escalation?
The handover skill closes the live chat session, allowing the conversation to return to Copilot Studio without a separate widget or lost context.
Why does this Copilot Studio live-agent pattern work only in Microsoft Teams?
It relies on Teams proactive messaging for asynchronous responses. Other channels require an adapted messaging mechanism.
What authentication setup does HandoverToLiveAgentSample require?
It requires two Azure AD app registrations, one for the skill and one for the Copilot Studio agent, which is auto-created during solution import.