I have a question about transferring to human agent

[agutierrez]

Hello

I want to transfer conversations from bots to human agents using an external crm, Not Dynamics 365.
-is it possible to do it? and how?
-Do I need a license?

[renatoromao · Accepted solution]

Hi @agutierrez ,

Yes, it is possible. You can transfer to another engagement hub using the documentation below:

Hand off chatbot conversations to any generic engagement hub - Power Virtual Agents | Microsoft Lear...

Re licensing, you should buy a license if the system where you are escalating requires a license, otherwise, only the Power Virtual Agents premium license should be enough.

[Anonymous]

Any idea how to get "Transfer Call" to a phone number to work in the new Unified Canvas?
The old Canvas had an option to transfer to a phone number like this:

The new Unified Canvas does not appear to have the ability to transfer to an external number? The option is simply not present.