Teams integration to omnichannel using copilot studio bot

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Posted on by VK-27060817-0

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

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Dynamics 365 general

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Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at

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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.

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