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Can we add Power virtual agent bot to Dynamics crm?

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Posted on by Vineeth09

Hello Experts,

I got a requirement to add Power virtual agent bot to CRM currently, currently configured power virtual agent to omnichannel so that customer can chat with Bot. But need to add bot in CRM so that CRM users(agents) can interact with bot. I have added bot to Iframe.

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CU22081450-0 Most Valuable Professional on at

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Hi @Vineeth09 ,

You can use PCF (PowerApps Component Framework) to deploy on the Dynamics, please follow this documentation: https://www.inogic.com/blog/2020/01/how-to-add-pcf-data-set-control-in-dynamics-365-crm/

And use this way to deploy PVA: Manage >> Channels >> Custom site >> Get the iframe and use inside the PCF.

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Renato Romão
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Vineeth09 9 on at

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Hi @renatoromao,

Firstly thanks for the response.
I have added Bot in Iframe in the main form now, but I want to add this as an omnichannel chat option, will this be possible, please advise.
Thanks in advance.

Regards,
Vineeth

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CU22081450-0 Most Valuable Professional on at

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Hi @Vineeth09 ,

I know that is possible to transfer the conversation to an agent (human) using Omnichannel, following this documentation: https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel

But I don't know if is it possible to add directly to omnichannel chat. Do you know @Diganta ?

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Renato Romão
https://www.linkedin.com/in/renatoromao/

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Diganta Microsoft Employee on at

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I have not tried adding PVA custom canvas HTML (includes JavaScript) code directly in a CRM, but please let us know if you can try. Here is the blog: https://powervirtualagents.microsoft.com/en-us/blog/change-your-power-virtual-agents-default-canvas-bot-icon-and-name/

Also, see the Configure hand-off to any generic engagement hub documentation (new).

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