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?
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:
The new Unified Canvas does not appear to have the ability to transfer to an external number? The option is simply not present.
Hi @agutierrez ,
Yes, it is possible. You can transfer to another engagement hub using the documentation below:
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.
Michael E. Gernaey
169
Super User 2025 Season 2
Romain The Low-Code...
150
sandeep_angara
75
Super User 2025 Season 2