Hello there,
We're building a POC using Power Virtual Agents and Omnichannel. We've created bots to deal with specific scenarios, for instance:
- Bot A: Query A
- Bot B: Query B
- Bot C: Query C
We've also configured specific skills and skill attachment rules, so when our customer opens a chat from the Query A FAQ article on our portal, we add the correct skill to the conversation so it gets pick up by the Bot A.
The issue comes when the bot engages with the customer and ask them to enter a trigger phrase:
I've marked in red all the interactions that I considered unnecessary in this example. We know what the customer enquiry is about, we were able to add a specific skill for it and route it to the correct bot so is there a way of skipping the first 3 messages and the input of trigger phrase? I think in our example we just need to trigger the first bot question without asking the customer for the triggering phrase as we've already determined which particular bot needs to support this customer query.
Asking the customer again what the issue is about impacts very negatively on the user experience and it's something we need to sort out, so any workarounds or different ways to approach this are really appreciated.
Thank you.
