Omnichannel support from teams

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Posted on by AH-14110823-0

Hello,

We've currently built a bot that offers a few services for users on Microsoft Teams. Now, we need to implement a way to escalate the conversation to Omnichannel while keeping the conversation for the user in teams. After following the documentation, we've taken as many steps as we could, including creating and app with a a channel for the organization users and the bot on teams, but we're still getting the following error when triggering the "escalate to a live agent" topic:

Error code: TransferConversationNotSupported. Conversation ID: a:1yQ7otNJ_9Y3mI_YcNQvB-t5DWFdRR595RM2v4zW_cQgvuJNgmu3EE79IWB9wSk8TUdB2_k1HGe6iks3Kjx0U3Rd_pIZX6X_FpGHt3JDoZ3c6ELiBBD3HddIzQaiBSk2S. Time (UTC): 11/13/2024 2:46:14 PM.

Is there any steps we might have missed?

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Teams

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SaiRT14 1,988 Super User 2025 Season 1 on at

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Omnichannel support from teams

share the error message:

Look at detailed error logs in Omnichannel and Microsoft Teams to understand the root cause of the escalation failure.

Check the Copilot or Power Virtual Agents (PVA) or Bot Framework logs for more specifics on the error.