web

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

News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... re-assign conversation...

Service | Customer Service, Contact Center, Fie...

Suggested Answer

re-assign conversations of WhatsApp in omnichannel.

(0) Share

Report

Report

Posted on by Kajal Gupta15

15

conversation is already assigned to an agent and agent is not available then how manager can assign those conversations to available agents.

I have the same question (0)

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

Sayen Zhang on at

Like (0)

Report

Hi partner,

Hope you are well.

We can enable Supervisor Transfer feature for manager to transfer conversations from agent who is not available to another.

Please refer to this link: Omnichannel Supervisor Assigning and Transferring Chats to Agents - Carl de Souza

learn.microsoft.com/.../enable-monitor-assign-transfer-conv

Best Regards,

Sayen Zhang

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No

Join the conversation

Helpful resources

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1

Tom_Gioielli 57 Super User 2025 Season 2

#2

Daniyal Khaleel 34 Most Valuable Professional

#3

Scott Jackson UK 22

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans