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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Teams integration to o...
Microsoft Dynamics 365 | Integration, Dataverse...
Answered

Teams integration to omnichannel using copilot studio bot

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Posted on by VK-27060817-0 5
We are trying to connect Ms Teams with live agent using copilot studio agent. I am able to connect to live agent using the live chat script from the workstream but whenever i try to connect to the live agent from Ms teams it gives me error as "An error has occurred. Error code: TransferConversationNotSupportedConversation Id: xxxxxx".
Have tried multiple things but unable to resolve this issue. Any help would be much appreciated, Thanks
Categories:
Dynamics 365 general
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  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,375 Most Valuable Professional on at

    The error "TransferConversationNotSupported" occurs because Microsoft Teams does not support handoff to live agents in Dynamics 365 Omnichannel or Copilot Studio scenarios.

    This is a known limitation: live agent transfers are not currently supported in Teams channels. The handoff works via the Dynamics 365 Chat Widget (web), but not via Teams, due to platform constraints.

     

    Workaround: Use supported channels like Web Chat, Facebook, or WhatsApp for live agent handoff, or continue interaction within Teams using bot-only experiences.

  • Suggested answer
    JonathonN Profile Picture
    JonathonN Microsoft Employee on at
    It is likely that you've integrated Copilot Studio directly with Microsoft Teams. That integration pattern does not support hand off to live agent.
     
    If you want to hand off to an agent in D365 Customer Service or D365 Contact Center, use the D365 Teams channel: Configure Microsoft Teams channel | Microsoft Learn

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