Omnichannel hand over posting blank messages

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Posted on by Priyaranjan KS _ Mi...

Hi All ,

I have successfully configured an escalation handover from Copilot to Omnichannel customer service chat whereby the chat widget will initially pick start the conversation with the customer and then hand over the conversation to a human agent in customer service workspace.

The issue i am facing is that when the hand over happens, all the copilot interaction messages are visible in the customer service workspace, however there are consistently few null messages showing up as if it was said by the copilot

Actual Conversation

Blank Messages showing up in Customer Service Workspace

Any leads around this issue will be greatly helpful .

Thanks in Advance !

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Yasir_rd 4 on at

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Omnichannel hand over posting blank messages

And the escalate topic does not have any blank messages?
Leah Ju Microsoft Employee on at

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Omnichannel hand over posting blank messages

Hi，

It's so strange!

Does this happen with all communication panels that interact with customers?

I would suggest you follow the steps below to create a ticket for the Microsoft Support team for further assistance.
Get Help + Support - Dynamics | Microsoft Docs