Transfer chat to a agent in Omnichannel, Customer will wait half hour if all agent als busy or offline

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Posted on by canubis

We have a problem with our bot when it transfers the chat to an agent in omnichannel. When all agents are busy or offline, the bot says "You will be connected to the next agent" and then right after that "You are next". The user then waits but since our agents are on the phone a lot, none come online. I.e. the customer is waiting half an hour until an agent comes online, but in most cases this does not happen. Is it not possible to set that if no agents are available, that the bot issues an appropriate message or so? Or can't you set it to abort if no agent answers the chat within 5-10 minutes?

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Ivo (CKW) 3 on at

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Same question here. I want to check the availability of agent to let the customer know about sending the transcript as a "offline" case. But as I have seen so far, there is no possibility of such an event or timer functionality.

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Vinoth Selvam 1,592 Super User 2025 Season 1 on at

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Hi canubis ,

Im not sure if there is a direct method to achieve this. But can you try for a Workaround if that helps.

When the user waits for the Agent, it means that he will not type anything and remain inactive.

Configure an Inactivity trigger in copilot studio where, if an agent doesn’t accept the chat within a certain time (e.g., 5-10 minutes), the bot can send a follow-up message to the user, offering alternatives such as:

Leaving a message for a callback.

Redirecting to a different support channel.

Providing options to self-service resources (FAQs, support documentation).

You can use the Inactivity trigger to specify how long it should be inactive and then redirect users to the end of conversation topic.

This trigger is available when you create a new topic and mouse over the trigger: you will see a list an icon to change the trigger:

Thanks.

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