Connect bots to phone call interactions with Dynamics 365 Customer Service
Important
This content is archived and is not being updated. For the latest documentation, go to Power Virtual Agents overview. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Nov 1, 2021 |
Expand the scope of your support offerings by allowing your customers to interact with bots using their voice. Integrate those chats with Dynamics 365 Customer Service for further escalation.
With Power Virtual Agents, you can seamlessly and contextually hand off escalated Power Virtual Agents conversations to live (human) agents using the Chat Add-in for Dynamics 365 Customer Service.
You can connect both voice-based and text-based bot conversations by installing extension solutions that link your bot with Dynamics 365 Customer Service.
The Power Virtual Agents telephone extension adds a number of additional actions and variables that can be used by Power Virtual Agents chatbots to understand, reply to, and transfer voice calls to the bot.
Connect bots to phone call interactions with Dynamics 365 Customer Service (video)
Configure hand-off for voice and text bot conversations to Dynamics 365 Customer Service (docs)