How to Escalate from AI to a Support Agent: A Step-by-Step Guide

Learn how end users can start a chat with AI in Microsoft Teams and escalate to a live support agent within your company, step by step.

There Are 2 Parts

1.) Starting a Chat From Teams

starting a chat from ms teams

2.) Accepting a Chat as an Agent

accept chat from ms teams from agent escalation

Starting a Chat From Teams

  1. Install Chime V5 from the Teams App Store

  2. Open Chime V5 inside Microsoft Teams

  3. Type a question (e.g. “How do I request time off?”)

  4. Chime AI responds instantly using internal knowledge base

  5. If the question needs human support, the user can ask AI to connect to an agent for example, “Please route me to an agent”

  6. Chime AI understands the intent and begins live agent escalation

start a chat with ai from ms teams
ask ai to route to an agent

Accepting a Chat as an Agent

  1. Login to Chime V5 tenant/app

  2. Go to the Chime V5 Agent Dashboard

  3. New chats appear in a real-time queue

  4. Agents accept the chat and start messaging directly from the web client

  5. The conversation continues right where the AI left off

  6. Agents can see history, use tools, and resolve the issue

Chime V5 Login Page

Chime V5 Login Page

AI HelpDesk Dashboard UI

Chime V5 Agent Dashboard

Chime V5 Agent Web Client for Accepting the Chat From Teams

chime v5 agent web client to accept chats from ai microsoft teams.png