Live Agent Transfer in Copilot Studio Using D365 Omnichannel – Step-by-Step Implementation

Welcome to Part 2 of this blog series! In Part 1, we discussed the high-level architecture and use case for enabling live agent transfer from a chatbot.

In this post, I’ll walk you through the actual steps to build this feature using:

• Copilot Studio
• D365 Omnichannel for Customer Service
• Customer Service Workspace
• Customer Voice

Prerequisites

• Dynamics 365 Customer Service license + Omnichannel Add-on
• Admin access to D365 and Power Platform Admin Center
• Agents added to your environment with proper roles

Step-by-Step Implementation

1: Set Up Omnichannel Workstream

• Go to Customer Service Admin Center
• Create a Workstream for live chat
• Link it to a queue and assign agents

2: Create Chat Channel

• In the same admin center, create a Chat Channel
• Configure greeting, authentication (optional), timeouts
• Copy the embed code to add to your portal or test site

3: Create a Bot in Copilot Studio

• Create a bot and add core ...