search

OfficeDev / microsoft-teams-apps-remotesupport

Search & report incidents, and connect with specialists immediately
MIT License
58 stars 42 forks source link

Escalate to a group chat #9

Open tinsheep opened 4 years ago

tinsheep commented 4 years ago

The documentation says i should be able to "Escalate to a group chat that connects them immediately with an expert allowing real time video/screen-sharing ability". I see where the experts can chat on an issue but how is it that a requestor can escalate to a group chat and get connected with an expert. How is this done? TIA

prithvi7410 commented 4 years ago

First you need to make sure an on call team is created for the escalate functionality to work. To escalate your issue to on call team follow the steps below. 1) Click on the messaging extension of the remote support end user bot which can be found under the chat box. A following window will appear MicrosoftTeams-image

2) Select the active request which you want to escalate. A card containing details of your request with escalate button will appear. MicrosoftTeams-image2. Press enter and the card will be sent to the bot.

3) Click the Escalate button and your request will be escalated to the on call team. Note :- If the on call team is not created the escalate button will not appear on the card when the request is selected from messaging extension.