web

You’re offline. This is a read only version of the page.

News and Announcements icon

Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... Omnichannel Chat Service

Customer experience | Sales, Customer Insights,...

Suggested Answer

Omnichannel Chat Service

(0) Share

Report

Report

Posted on by Community member

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

I have the same question (0)

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

Dengliang Li Microsoft Employee on at

Like (0)

Report
Copy link

Link copied!

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

Was this reply helpful? Yes No

Join the conversation

Helpful resources

Quick Links

Subscribe to this forum!

Stay up to date on forum activity by subscribing.

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1

ManoVerse 182 Super User 2026 Season 1

#2

#3

CU11031447-0 100

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans