I have live agent set up with omni channel routing. The default service channel for live agent is set up for live chat transcripts. I have presence status associated with live chat transcripts. I have a queue with live chat transcript as supporting object. I have a routing configuration associated with the queue.

When I try to transfer to agent, the request doesn't turn up in the omni-channel widget in the live agent console. I'm set to online.

There's a message in the bot chat window 'We're transferring your chat to another agent.' but it never transfers.

Any ideas would be great.

3 Answers 3


Make sure to add your agent to the same queue of snap-in. To check it, switch to classic, goto setup > Chat Button > >> Scroll Down to queue associated > Add your user there


Create a new dialog, that contain 2 steps. Name if 'transfer to agent'.

On the new dialog. First step is a message and 2nd step select of type "transfer to agent". See below image

enter image description here

Then any the dialog that you need, just point to this new dialog.

  • How the bot will know which Queue it has to transfer the Chat? Sep 20 at 18:35
  • That is an awesome question.. Look forward for the answer.. But sorry I cannot answer that. My bot only has one queue and one deployment.. Sep 23 at 1:58

Thank you for all ,taking you time and responding on this.Issue has been resolved by Adding Omni-Channel to the Console App,and added Omni-Channel component to the app that we have created. Confusion happen on the Chat we have received is different one,and Omni-channel component is different.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.