Consult and transfer
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
Omnichannel for Customer Service offers customer service agents the ability to easily consult with and transfer calls to other customer service representatives, and helps improve agents' ability to resolve customer issues.
Feature details
For customer issues that require specific expertise to address, while on such a call with a customer, an agent can put the customer on hold and consult with another agent or manager. Agents can also transfer a call to a specific customer service agent, which is referred to as a warm transfer. In other scenarios, the agent can transfer the call to a queue from where it is then routed to the best-available agent based on rules that are configured by your business administrator.
See also
Use agent dashboard and call controls in the voice channel (docs)