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Community site session details

Session Id : YdM/TDzTaMYUh5VWF/Rjmd
Copilot Studio - Publish & Channel Management
Unanswered

How can I use contextual variables to determine which live agent to transfer to?

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Posted on 6 Jul 2023 11:31:01 by 2

I am creating a chatbot for a business where there are multiple different departments and due to this, our live agents aren't trained on every department.

 

How can I set up the chatbot and our agents so that when a specific topic needs to be escalated to an agent, it goes to the right agent?

 

Thank you in advance!

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