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shawnhenry
Microsoft
MicrosoftAzure Communication Services does support Chat! There's an overview of our Chat SDK here:
https://docs.microsoft.com/en-us/azure/communication-services/concepts/chat/sdk-features
... and I highly recommend checking out our Chat Hero Sample here:
https://docs.microsoft.com/en-us/azure/communication-services/samples/chat-hero-sample
Let me give some more details - we do need a chat solution, where we have the option to escalate to voice and or video in the same session and communication frame we have set up. Perhaps even futher to screen sharing. I did not find that in the heroes I think.
- manoskow-msft
Totally doable! We have demoed this type of escalation at a couple of Ignite conferences and have some samples here you can take a look at.
I would specifically look at:
- Contoso Medical App- Thank you manoskow-msft - will this scenario work with a solution where the professional support uses Teams ? Chat established first by customer in the web frontend and towards professional using Teams client on the desktop and if needed video escalation?
- manoskow-msftThe Contoso Retail app shows the team interop feature. Right now to start with just chat you will have to create a teams meeting dynamically (via Graph APIs + Logic Apps), have the support agent join the meeting, then have the customer join the meeting without camera/audio initially. Then they can escalate to an audio/video call. More interop scenarios are being worked on currently - if you are interested in joining our Technology Adoption Program to access preview APIs let me know!
