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I have a question about transferring to human agent

Posted on by

Hello

 

I want to transfer conversations from bots to human agents using an external crm, Not Dynamics 365.
-is it possible to do it? and how?
-Do I need a license?

  • Re: I have a question about transferring to human agent

    Any idea how to get "Transfer Call" to a phone number to work in the new Unified Canvas?
    The old Canvas had an option to transfer to a phone number like this:

    CDSFounder_0-1669930633561.png

     

     

    The new Unified Canvas does not appear to have the ability to transfer to an external number? The option is simply not present.

  • Verified answer
    renatoromao Profile Picture
    renatoromao 6,459 on at
    Re: I have a question about transferring to human agent

    Hi @agutierrez ,

     

    Yes, it is possible. You can transfer to another engagement hub using the documentation below:

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

     

    Re licensing, you should buy a license if the system where you are escalating requires a license, otherwise, only the Power Virtual Agents premium license should be enough.

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