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Copilot Studio - Publish & Channel Management
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How can I use contextual variables to determine which live agent to transfer to?

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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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