Hand off a Virtual Agent Bot to a Omnichannel Chat

I could not find any information on how to to hand off a Virtual Agent Bot to a live agent so I thought I would have a go at doing this. I previously did a post how to deploy a virtual agent bot to a CDS Portal here. I am going to modify this bot to allow the user to transition the conversation to a human agent. The results are not as seamless as I would have liked however I think this is…

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Dynamics 365 Omnichannel | How to hand off a Virtual Agent Bot

In this post we show how to hand off a Virtual Agent Bot session to a live agent chat in Dynamics 365 Omnichannel.

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