Dynamics Community Forum Thread Details

Live agent handoff from Copilot Studio channels is not routing to Dynamics 365 Contact Center

Hi everyone,

We're experiencing an issue with live agent handoff between Copilot Studio and Dynamics 365 Contact Center, and we're wondering if anyone has encountered the same problem.

We connected our Copilot Studio agent to Dynamics 365 Contact Center under Customer Engagement Hub, and the connection status shows Connected (see Screenshot 1).

In our Copilot Studio topic, we're using the Transfer conversation node to hand off the chat to a live agent (see Screenshot 2).

However, here's the behavior we're seeing:

If a conversation starts from a Copilot Studio channel (such as the Demo website or Microsoft Teams), the Transfer conversation node is executed, but the conversation is not routed to a live agent. The agent never receives the incoming chat.
If we start the conversation using the Dynamics 365 Contact Center Chat Widget, everything works as expected. The conversation is routed correctly, and the live agent receives the chat (see Screenshot 3).

We've already verified the following:

Copilot Studio is connected to Dynamics 365 Contact Center.
The Transfer conversation node is being reached.
Agents are available and signed in.
The Chat workstream is configured correctly.
Live agent routing works successfully when using the Contact Center Chat Widget.

Our question is:

Is live agent handoff from Copilot Studio channels (Demo website, Teams, etc.) supported, or does it only work when the conversation originates from a Dynamics 365 Contact Center Chat Widget?

If it should work from Copilot Studio channels, is there any additional configuration or prerequisite that we might be missing?

Any guidance would be greatly appreciated. Thank you!

Attached screenshots

Screenshot 1: Copilot Studio connected to Dynamics 365 Contact Center (status shows Connected).
Screenshot 2: Topic containing the Transfer conversation node.
Screenshot 3: Dynamics 365 Contact Center Chat workstream configuration. Using this Chat Widget successfully routes the conversation to a live agent.

Thank you in advance for your help!