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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?
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.
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.
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