Using both the Consult and Transfer features in Omni Channel Engagement

Posted By Sarah Critchley on 7 Apr 2020 in Dyn365CE

You know how to use the Consult feature, and you know how to use the Transfer feature – but have…

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Using both the Consult and Transfer features in Omni Channel Engagement

Using the consult feature was covered here in a previous post and explains how to bring another available agent into an existing conversation in Omni Channel Engagement. The agent who is consulting begins their experience with a new session request, as shown below, holding the same conversation for themselves and their colleague, however their conversation begins in internal mode, as indicated by the peach background in the chat window.

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