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Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

Posted on by 11

Hi

While transferring the messages from Bot to Agent its fails with the message "We were unable to transfer this chat to an agent because it isn't supported". Tried with Teams windows as well as web app for sending messages. 

I have also configured same rule for Live Chat webstream which is not throwing error but not popping up chat on the queue.

 

Pasting below screenshots for reference. Any help is appreciated. 

 

abison007_0-1605299130232.png

abison007_1-1605299212084.png

abison007_2-1605299254411.png

abison007_3-1605299322232.png

abison007_4-1605299359763.png

abison007_5-1605299388339.png

abison007_6-1605299573403.png

 

Thanks,

Abison Mathew Jose

 

Categories:
  • Kishan049 Profile Picture
    Kishan049 2 on at
    Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Hello @abison007 did you get any suggestion/solution for this issue actually I am also facing same issue during MS teams setup with Omnichannel

  • up_creek Profile Picture
    up_creek 16 on at
    Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Hi @mivakoc ,

     

    Can you explain what you mean when you say "deploy the bot to Teams via Omnichannel configuration or through PVA configuration"? Are you referring to when the Teams channel is created in Omnichannel? Or am I totally off base.

     

    Thanks.

  • abison007 Profile Picture
    abison007 11 on at
    Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Hi Michael @mivakoc ,

     

    Thanks for replying. I have deployed to teams via Omnichannel. what I am looking for is an agent either should be able to reply via Omnichannel Agent Dashboard or directly via Teams messenger. 

     

    I am unable to receive messages in Omnichannel Agent Dashboard which is I would like to resolve first. 

     

    Please refer the below image. I am not sure what to be done with Bot Id which displays in the screen.

     

    abison007_0-1605347545479.png

    abison007_1-1605348640752.png

     

    Thanks,

    Abison Mathew Jose

  • Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Hi @abison007

    Did you deploy the bot to Teams via Omnichannel configuration or through PVA configuration? If deployed directly from PVA escalation will not work. Needs to be deployed via Omnichannel. See screenshot below. 

    mivakoc_0-1605335945456.png

     



    Michael

  • Jcook Profile Picture
    Jcook 740 on at
    Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Hello @abison007 

     

    Did you build this Bot in Teams?

    Currently this feature does not exist when building the Bot in Teams, you can vote for the idea here:

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

  • abison007 Profile Picture
    abison007 11 on at
    Re: Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

    Attaching error response on teams. 

    abison007_4-1605300395724.png

     

    No error screen on chat, also variable listing 

    abison007_3-1605300351619.png

     

     

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