---
title: Configure Live Agent Channel Handoff for MS Teams
deprecated: false
hidden: false
metadata:
  robots: index
---
### Live Agent Handoff

1. Go to **Handoff > Live Agent Handoff** and click **Create** to create a new Live Agent Handoff.
2. Open the **Live Agent Handoff page** options.
3. Add a **Handoff Identifier**.  

   _Example_

   ![](https://files.readme.io/309e047eeb8321a7e18a68b4087bdfa10b40913347bcc33d2a417b6caf21a073-image.png)
4. Add a **Trigger Rule**.
   1. For example, set to context.domain == "FINANCE_DOMAIN" if this handoff should appear for users experiencing a Finance-related issue.

      ![](https://files.readme.io/3e05bd4f27fd9d8dafcb01d65829aac414682822334d22923831fd47557ab579-image.png)
5. If a ticket should be filed when an live agent handoff occurs, select **Should File Ticket On Default**.    

   ![](https://files.readme.io/88f954155c0725f2a721b434d6cd6b709f733fea92f59e359cc43a322492c5aa-image.png)

   1. Note: The domain in the Handoff Settings (see below) will be used as the ticket domain.
   2. You can use **Short Description Prefix** to add a prefix to the short description of the ticket.
6. For **Configuration** select Channel Handoff.
7. Add a **Supported Channel Route for Channel Handoff**
   1. Specify the **Channel Id**:
      1. To find your Channel ID, go to the channel that you would like to enable live agent chat for and click ... then Click **Copy link**.   

         ![](https://files.readme.io/3002ffa9cb7abfb5a6bb38288992bae142d2cb4cabd5b59599e020a048ab9c2d-image.png)
      2. Your link should look something like this:
         https://teams.microsoft.com/l/channel/19%3Aff484bbc904541449dfb67e8dea449e8%40thread.tacv2/Finance...  
      3. The channel ID is between "channel/" and "/_channel's name_", so in the example above, the channel ID is:  
         `19%3Aff484bbc904541449dfb67e8dea449e8%40thread.tacv2`  
         _Example_

         ![](https://files.readme.io/3a82cbaea504504f5dbb1afa589856d092e1dc6e90690ffc1e01584a173589ce-image.png)
   2. Set **Supported Channel handoff platform** as your MS Teams connector.
8. Ensure that **Enable Live Agent** is set to `TRUE` and **Enable Live Agent Link** is set to `FALSE`

### Handoff Settings

1. Add an **item Config** with an **Item display key** that matches the **Handoff Identifier** from step 3 in the "Live Agent Handoff" section above.  

   _Example_

   ![](https://files.readme.io/c52d5a82a6aac63a76e7883c3ae072ead2aaec395bbd95d817df4882693158d2-image.png)
2. Set **Metadata Domain**. If ticketing is enabled for live agent handoff, this domain will be used do determine which ticketing configuration to use.

   ![](https://files.readme.io/b79cd38ed397a3bd77ba8e522f6bc233e8ff6131f4b3080594e0a794a74f9f5a-image.png)
3. Leave **Deflection action** empty.  

   ![](https://files.readme.io/404d8c490d4436736633ffbc7d051a4917a7be6782936d1b5c7d4e16bcd90013-image.png)
4. Set **Handoff Type** as **AGENT_HANDOFF**.  

   ![](https://files.readme.io/66fbaabcfc044be1ef278a1c43402ac5151cef4e51fe210a55e69ff03b9ccee2-image.png)
5. Set **Pretrigger Rule**.  

   _Example_

   ![](https://files.readme.io/67f14653f84c4ae9ced755090835e88fcec18313149f5c399158a4a2c76e15c8-image.png)
6. Set **Category display keys**.  

   _Example_

   ![](https://files.readme.io/b876911d7a99e2414b4f79352f872d15497cf5b32e3783828635a74f60ab9408-image.png)

<br />

### Handoff Display Configurations

1. Go to **Chat Platforms > Display Configurations > Handoff**.
2. Ensure that the handoff category has a name (handoff_category_names).  

   _Example_      

   ![](https://files.readme.io/261d49340d4e2e59b17f17ddc2a182cc28483beb25ea65f7456fdadbb7afae67-image.png)
3. Ensure that the handoff category has a description (handoff_category_desc).

   _Example_

   ![](https://files.readme.io/3fd0ed032de8087509623d508c7d310c7d39dadbd0db044f19649502d1fdb2f7-image.png)
4. Add a name to the handoff item (handoff_item_names):    

   _Example_

   ![](https://files.readme.io/17e9bcfc73c176e745a986878faa02ee8cc6fc96b10b728a8e11cf50329b2d5d-image.png)

These names and descriptions will appear in the Get Help section:

![](https://files.readme.io/8c09bb8f05c442d8f03d8fba228106e4d008a7eb662a3ae8afd74ada357be904-image.png)