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.