I have created a PVA bot that will hand over to a live agent within certain topics. At the moment, during office hours or break times, the PVA bot displays a message that we are out of hours. I want it to work this bot to operate 24/7, but out of hours there will not be a human to answer.
I have had it suggested to create a second bot to work after hours or during break times that can create a record as if taking a message when the live agent is unavailable.
I am a complete novice here, but I understand the second bot, essentially taking a message for me, can be set up to auto-answer when I am unavailable to live chat. I should create a flow in power automate for it to create a record, but I get a bit lost at this stage.
Has anyone else done something similar and would have steps in how to configure second bot?
Thank for your time and help. Kind regards, Melissa Bedhead Hats