OmniChannel Live Chat: Maintaining Session Continuity with Custom Anchor Form on Transfer

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Posted on by CU06011556-1

Hi everyone,

I’m working in Dynamics 365 Customer Service Workspace with OmniChannel Live Chat and have set up a custom form as the anchor form that opens when a chat is accepted by an agent. This form is used to capture key information during the chat session. On the initial acceptance of the chat a new form is brought up using Session Templates and Application Tab Templates.

However, I’m encountering an issue when the live chat is transferred to another queue after the agent has saved the form:

The chat session continues as expected, but a new instance of the custom form opens for the receiving agent.
I would like the original form to follow the chat session and persist for the new agent, ensuring session continuity.

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Muhammad Shahzad Sh... 2,583 Most Valuable Professional on at

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What you're seeing is expected behavior in Customer Service Workspace.
When a conversation is transferred to another queue/agent:

The receiving agent gets a new session context.

Session Templates and Application Tab Templates are executed again.

A new form/tab instance is opened for the new agent.

Open forms and unsaved UI state from the previous agent's session are not transferred.

Recommended Approach
Instead of trying to transfer the form instance itself:

Save the captured information to Dataverse (Case, custom entity, Conversation-related record, etc.).

Configure the Session Template/Application Tab Template to open the same underlying record for the receiving agent.

Use the conversation ID, case ID, or a custom correlation field to retrieve the existing record.

This way, the next agent sees the same data, even though a new form instance is created.
Important Limitation
There is currently no supported mechanism to transfer an open form instance, tab state, or agent UI context between agents during an Omnichannel transfer. Only the conversation and its associated data persist; the Workspace UI is recreated for the receiving agent.
So the solution is to persist the data in Dataverse and reopen the same record, rather than attempting to carry the original form instance across the transfer.

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