CONFIGURING POWER VIRTUAL AGENT BOT HANDOFF TO OMNICHANNEL LIVE AGENT
In this post, we will look at how to create a Power Virtual Agent (PVA), connect it to Omnichannel for Dynamics 365, and configure it so a customer can be connected to a live agent after talking to a bot through chat.
First, let’s go to https://web.powerva.microsoft.com/, where we are prompted to enter the name of our bot, as well as the language and D365 environment:
Click on Create. We see:
Exploring the bot, we see below:
Let’s go to Topics on the left. We can see there are some samples in place, for example Lesson 1 – A simple topic, which has some phrases such as When are you closed:
Clicking on Go to Authoring Canvas takes us to the design view of this topic:
If we enter a trigger phrase into the bot, such as When are you closed, we see the response:
Now, in order to facilitate the handoff to a live agent, we need to configure the Escalate topic. Select the topic’s authoring canvas:
You may see something like this:
Now, if we don’t do this step, and a customer typed in Talk to agent, our virtual agent would simply reply with “To connect with a person now, click on the following link”, without actually transferring to a live agent:
Instead, let’s delete this action and add a new one, End the Conversation -> Transfer to agent:
We can add a private message to the agent as well:
Save the topic in the top right:
Let’s publish the bot:
Now let’s configure Transfer to Agent. Select Settings->Transfer to Agent:
Select Omnichannel:
You will see:
This takes us to https://portal.azure.com, where we can add a new app registration:
We will enter like below and click Register:
Now copy the Application (Client) Id:
And paste it into the first screen, then click Next:
Click Next to enable Teams:
Select your org by clicking into it:
You will then show as Connected. Click on the link “Go to Omnichannel for Customer Service”:
This takes us to the PVA user page:
Click on the Omnichannel tab and assign a queue:
In our Omnichannel Administration, we see the new bot under Bots:
Let’s tie the bot to a chat. Open a chat configuration:
Open the associated Work Stream:
Click on Smart Assist:
And select the bot:
Now let’s open the Omnichannel chat based on the code snippet here:
Our chat opens, and automatically the Power Virtual Agent sends messages to the customer:
If we type in “When are you closed”, we see a response coming back from the bot based on the topics we have configured:
If we select No from the options above, we get prompted to Talk to an Agent:
Now when we select Talk to an Agent, we get the message “An agent will be with you in a moment”:
On the Omnichannel agent side, in the Omnichannel for Customer Service app we get an alert for an incoming chat:
We see the history of the bot conversation, as well as the private message we configured:
And the customer sees something like below:
That’s it, pretty straight forward to have your org up and running with a bot that hands off to a live agent with Omnichannel for Dynamics 365.