Invoke Servicenow Live Chat from Copilot Studio

[StefanoZ]

Ref to https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-servicenow

I followed step-by-step the whole procedure but when I test my Copilot Agent, it stucks trying to transfer the conversation?

Is anyone been able to invoke live chat from a Copilot Studio Agent?

[SaiVijayKP]

• Hi Stefanoz,

  As documented, we are implementing the Copilot Studio to ServiceNow live agent handoff. The interaction is successfully being routed to the Live Agent group through AWA, and agents are receiving notifications in their inbox and are able to accept the work item, which confirms that the routing is working correctly.

  We are currently stuck at the Active Chat stage. After the agent accepts the work item, the conversation does not appear under Active Chats/Live Chat, preventing the agent from viewing and continuing the chat with the user.

  Meanwhile, we are trying to achieve the behavior shown in the image below, where the accepted conversation is displayed in the Active Chat/Live Chat workspace for the agent to continue the interaction.

  Could you please share your thoughts or experience on this? Specifically, we would appreciate any guidance on the next steps or additional configurations required to make the accepted conversation appear in Active Chats/Live Chat.
  . The attached image is on internet, and we are trying to achieve it.