How to add variables as a message when handing of chat to an agent.

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Posted on by furqanmajeed

I would like to send variables as a message when handing off chat to an agent.

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nesrivastava Microsoft Employee on at

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Hi @furqanmajeed
This is a gap, and it's in our backlog. However, we currently don't have an ETA for resolution. Please post your idea here.
In the meanwhile, please use this as a workaround: Pass all the variables using the "Transfer to agent" property panel "Transfer conversation property" Variables field to "All". Let me know if it works.

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furqanmajeed 71 on at

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@nesrivastava I have tries this resolution but this doesnt help in showing some variables to the agent. The agent internal message remains empty. Is there a workaround to show some variables to the agent's internal message.

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nesrivastava Microsoft Employee on at

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Sorry, if this didn't help you.
Internally, we are actively prioritizing this task. However, as mentioned before, I am unable to provide an ETA at this moment

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April Collier 11 on at

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I might be missing something on my end, but I don't see any option to choose context variables at all with transfer conversation:

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nesrivastava Microsoft Employee on at

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Hi @acollier ,
I have encountered the same issue on my end as well. It appears to be a bug. I have reported the issue internally.
Thank you for bringing this to our attention!

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furqanmajeed 71 on at

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@nesrivastava
any luck on this issue yet?

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April Collier 11 on at

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I don't know if this is at all related, but I did have the context variable (transfer conversation properties) in your screenshot show up in my editor but right at that point automatic linking completely broke in my environment. After two days it resolved by itself, and the transfer properties disappeared again.

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nesrivastava Microsoft Employee on at

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@acollier & @furqanmajeed ,
Not yet. Let me follow up again on this.

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HenryJammes Microsoft Employee on at

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There is this workaround available, while this is getting addressed in the unified canvas: Omnichannel for Customer Service – Copilot Studio, Transfers to Agent Message – NEIL PARKHURST

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