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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Jan 9, 2026 |
Business value
The intent-based transfer capability powered by Copilot streamlines customer service workflows by intelligently recommending the most appropriate workgroup or queue for conversation transfers. This enhancement delivers significant business value by reducing misrouted conversations, minimizing customer transfers between departments, and decreasing average handle time. Service representatives benefit from AI-assisted routing recommendations that leverage the intent knowledge base to make accurate transfer decisions while maintaining full control through manual override options. This intelligent routing capability drives operational efficiency while ensuring customers receive timely assistance from the most qualified representatives.
Feature details
Customer service representatives can now use Copilot-powered intent suggestions to transfer conversations to the right workgroup or queue. By using the intent’s knowledge base, Copilot routes conversations to the correct line of business. If the suggested intent or user group is incorrect, representatives can override the selection and manually transfer the conversation to a workgroup or queue they choose.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.