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

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Posted on by abison007

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.

Thanks,

Abison Mathew Jose

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Administration

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Kishan049 2 on at

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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 16 on at

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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 11 on at

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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.

Thanks,
Abison Mathew Jose
Michael Vakoc on at

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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.

Michael
Jcook 7,779 Most Valuable Professional on at

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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 11 on at

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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.

No error screen on chat, also variable listing