How to send context data as Agent representative to copilot agent?

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Posted on 11 Apr 2025 16:09:49 by Pablo Roldan

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In omnichannel as agent is there a way to provide some context data before transfer to a bot queue?, I cannot use Send custom context with Javascript because this is not client side

Send custom context during live chat | Microsoft Learn

steps to repro:

1.- click on transfer button

2.- Select a queue to transfer (in this case i selected a queue with Bot Agent)

sol i'd like to "prefill" some variables so user won't need to enter those manually (a context) like name, email from case entity

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Pablo Roldan 231 on 14 Apr 2025 at 16:57:00

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How to send context data as Agent representative to copilot agent?

UPDATE so far, I managed to get any entity related to conversation case/contact base on the msdyn_ConversationID by using PowerAutomateFlow not sure if this is there is a cleanest way to do it.