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Power Platform Community / Forums / Copilot Studio - General / How to forward session...
Copilot Studio - General
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How to forward session? When escalated.

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Posted on by Kaspars

Wanted to forward with all information of conversation to Mail or teams channel.
Its send only ID not all answers or texts or pictures.

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General
  • Jcook Profile Picture
    Jcook 7,770 Most Valuable Professional on at
    Re: How to forward session? When escalated.

    @renatoromao, Could you look at my solution.

     

    Thanks!

  • Jcook Profile Picture
    Jcook 7,770 Most Valuable Professional on at
    Re: How to forward session? When escalated.

    Hello @Kaspars 

     

    Can you provide an update on this?

     

    Thanks!

     

  • Verified answer
    Jcook Profile Picture
    Jcook 7,770 Most Valuable Professional on at
    Re: How to forward session? When escalated.

    Hello @Kaspars 

     

    Currently this is not possible, a conversation can only be transferred to a engagement hub like OMNI Channel. You can configure a generic hub yourself. This requires some coding:

    Hand off chatbot conversations to any generic engagement hub - Power Virtual Agents | Microsoft Docs

    Hand off Pre requisites:

    Use hand-off to live agent - Power Virtual Agents | Microsoft Docs

     

    Consider voting for these ideas here:

    Power Virtual Agent Hand-off to Microsoft Teams

    Transfer to Agent in Teams - Power Platform Community (microsoft.com)

    Transferring chat to human agents on more and diff... - Power Platform Community (microsoft.com)

     

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