Hello Community,
Now that we can customize the active conversation form in D365 Omnichannel, if we add the Regarding Lead (lookup) field on the active conversation form, is there a way we can populate the Regarding Lead field by the Power Virtual Agents bot? The scenario is as follow:
- when customer initiates a live chat, the customer will exchange some questions/answers with the Power Virtual Agents bot which is integrated with the chat channel
- based on the information gathered from the customer in the chat, the Power Virtual Agents bot calls a Power Automate flow to create a Lead record in Dataverse. This Lead record will be linked to the conversation record.
- the Power Virtual Agents bot then transfers the chat conversation to a live agent
- the live agent accepts the incoming chat conversation request
- the active conversation form opens. When the form opens, we would like to see the Lead record that has been created in the previous step above populated in the Regarding Lead lookup field on the active conversation form.
We can see through Advanced Find that when the Lead record is created, it's linked to the conversation record via the Regarding Lead field. But for some reasons, it's not showing up on the active conversation form when the form is opened. How can we display the Lead record onto the form? Do we use context variable in the Power Virtual Agents bot to pass this information back to Omnichannel? If yes, how would we define this context variable?
