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Frequent Visitor

Teams Chanel: Transfer to Agent fails with message "We were unable to transfer this chat to an agent because it isn't supported"

Hi

While transferring the messages from Bot to Agent its fails with the message "We were unable to transfer this chat to an agent because it isn't supported". Tried with Teams windows as well as web app for sending messages. 

I have also configured same rule for Live Chat webstream which is not throwing error but not popping up chat on the queue.

 

Pasting below screenshots for reference. Any help is appreciated. 

 

abison007_0-1605299130232.png

abison007_1-1605299212084.png

abison007_2-1605299254411.png

abison007_3-1605299322232.png

abison007_4-1605299359763.png

abison007_5-1605299388339.png

abison007_6-1605299573403.png

 

Thanks,

Abison Mathew Jose

 

5 REPLIES 5
Frequent Visitor

Attaching error response on teams. 

abison007_4-1605300395724.png

 

No error screen on chat, also variable listing 

abison007_3-1605300351619.png

 

 

Hello @abison007 

 

Did you build this Bot in Teams?

Currently this feature does not exist when building the Bot in Teams, you can vote for the idea here:

Transfer to Agent in Teams - Power Platform Community (microsoft.com)





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Hi @abison007

Did you deploy the bot to Teams via Omnichannel configuration or through PVA configuration? If deployed directly from PVA escalation will not work. Needs to be deployed via Omnichannel. See screenshot below. 

mivakoc_0-1605335945456.png

 



Michael

Hi Michael @mivakoc ,

 

Thanks for replying. I have deployed to teams via Omnichannel. what I am looking for is an agent either should be able to reply via Omnichannel Agent Dashboard or directly via Teams messenger. 

 

I am unable to receive messages in Omnichannel Agent Dashboard which is I would like to resolve first. 

 

Please refer the below image. I am not sure what to be done with Bot Id which displays in the screen.

 

abison007_0-1605347545479.png

abison007_1-1605348640752.png

 

Thanks,

Abison Mathew Jose

Hi @mivakoc ,

 

Can you explain what you mean when you say "deploy the bot to Teams via Omnichannel configuration or through PVA configuration"? Are you referring to when the Teams channel is created in Omnichannel? Or am I totally off base.

 

Thanks.

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