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Power Platform Community / Forums / Copilot Studio / Issue : Copilot Studio...
Copilot Studio
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Issue : Copilot Studio to D365 Customer Service Handoff

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Posted on by Vinoth Selvam 1,592 Super User 2025 Season 1
Hello All,
 
im trying to build a Copilot, that will escalate to a Lice agent when the user is not satisfied with Bot response.
 
Im configuring the D365 Customer Service, Omnichannel for PVA.
 
I have configured the connection properly.
 
 
Copilot also handovers the chat to Live agent.
 
 
But still i did not get any Response or notification for chat inside the Customer Service Workspace. No error message also.
 
 
I have been referring the below links.
 
Please help if there a way to identify or fix the issue.
 
Thanks in Advance.
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  • Verified answer
    Vinoth Selvam Profile Picture
    Vinoth Selvam 1,592 Super User 2025 Season 1 on at
    Update on the Question.
     
    I was able to successfully achieve the Handoff. I learnt that that handoff doesnt work from inside the Test Copilot in Copilot studio.
     
    We need to embed the chat widget code inside the Portal or Custom channel. 
     
    Once the chat widget code is embedded, handover happens as expected.

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