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Customer experience | Sales, Customer Insights,...

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Omnichannel Chat Service

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Dear Community Members,

Chat bot - Transfer from BOT to Human Agent.

We have Microsoft Dynamics Omni Channel Chat Account and Another Chat BOT service. Whenever customers wants to speak to Human Agent instead of BOT, conversation should get transferred to Microsoft Dynamic Omni Channel platform instead of existing Bot Service. Similarly at the end of human conversation, again Chat to be routed to Virtual Assistant. Kindly advice on how to implement as per our requirement.

Regards,

Saravanan S

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Dengliang Li Microsoft Employee on at

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Omnichannel Chat Service

Hi,

In the chat widget, chat sessions can be routed to a queue and then to an agent based on the context specific the user sends.
Configure route-to-queue rules | Microsoft Learn

However, when a customer or agent ends the chat, it is not routed from the agent to the bot, but instead the current conversation is directly closed.

Best Regards,
Dengliang Li

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