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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | Jul 2025 |
Business value
By enabling direct transfer to service representatives, businesses can streamline conversation handling processes and improve overall efficiency. This feature allows service representatives to directly transfer conversations to the appropriate representative when they know the right person to handle the conversation. This leads to faster resolution times, reduced wait times for customers, and enhanced customer satisfaction. Also, resource allocation is optimized by directing conversations to the most suitable representative without delays.
Feature details
The key capabilities of direct transfer of conversations are as follows:
- Administrators can enable direct transfer of conversations.
- Service representatives can transfer conversations to other representatives within their queue or other queues without the need to consult first.