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when omnichannel receives notification of a user chat, can i divert to a user based on the url the bot sits on?
Hi @robmays ,
I didn't try yet, but I know about this documentation below that you can create conditions and rules to redirect to a specific queue, and maybe you can redirect to a specific user.
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-bot-virtual-agent#create-a-bot-queue-and-a-human-agent-queue
This configuration will be done inside the Omnichannel (Dynamics 365)
I would like to do the routing based on the URL, is that possible?
@robmays ,
If the last documentation that I sent working for you, yes, you can do it using URL.
Because you can reuse external variables getting from your website like parameters, and use this variable to your omnichannel.
Reuse variables - https://docs.microsoft.com/en-us/power-virtual-agents/authoring-variables-bot
Set a bot variable's value from external sources - https://docs.microsoft.com/en-us/power-virtual-agents/authoring-variables-bot#set-a-bot-variables-value-from-external-sources
your example uses https://powerva.microsoft.com/api/botmanagement/v1
but i want to keep control using omnichannel only
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