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Enable Live Agent handoff to other systems while keeping interaction within Teams/Slack

Related products:Other Integrations
  • November 3, 2025
  • 2 replies
  • 25 views
M
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  • mthame
  • Participating Frequently

Today we have agent live chat interaction in SNOW. We have a new MSP that wants to have live chat handled in Ring Central (they use InContact). The issue is the it would be via URL that would redirect the end user to a different web portal. This is a poor user experience. It would be great if MW had a way to interact with other live chat instances but keep the chat in the bot via Teams/Slack.

2 replies

bethany.vanderheiden
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We attempted to use Live Agent handoff for URL-based chat, but without an ITSM Pro license, the user experience during testing was extremely poor.

We are now reviewing all available Live Agent Message Brokering vendor options to implement this solution. https://help.moveworks.com/docs/live-agent-message-brokering-assistant

It would be nice to have more systems to explore to implement Live Agent Message Brokering - the URL based option is AWFUL! 

 

R
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  • RJAKKULA
  • Known Participant
  • February 18, 2026

Hi,

 

We are establishing LiveAent handoff with message brokering; Are we able to update the message that bot sends to user ? For example, when there are no active agents, we see message as “I attempted to start a live agent chat for you, but there are currently no agents available to handle your request, so you were not added to the queue.”. do we have ability to update this message to give more instructions like file a ticket etc ? Also, we wont have any agents at all on sundays, is it possiblee to define that if someone tries to reaches out on US sunday or after hours, add a message as they are reaching after hours ?

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