Issue in implementing Transfer to agent

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Posted on by harsh_mehra

Hi All,

I am trying to implement Agent Transfer in PVA. I have enabled a trial Customer Service omnichannel to do so.

But when I type "Talk to agent" in the chat window there is no request on the agent side on Omnichannel Admin Center.

Can someone please help like is there any settings need to be done?

And also one more thing if this helps, when I try demo chat in Omnichannel admin center it gets the request on agent side successfully but I want to type in the chat and then transfer to the agent.

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Monkeyman 325 on at

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Have you checked the escalation topic inside Power Virtual Agents?

Or setup a new topic, where the end of the topic ends with a Transfer to Agent.

Have you gone through the complete setup of the Omnichannel setup including Azure Application ID creation, queues, workstreams etc?

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fernandosilva Super User 2024 Season 1 on at

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On Dynamics 365 Customer Service, make sure you opened the Demo as it won't work straight away out of the box.

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