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Escalate by email transcript

Posted on by 4

Hello everyone!

 

I can see variations of this topic have been asked before, but I'm not sure if this exact question has.

 

I want my bot's escalation to email me the conversation transcript so I can provide support via email.

 

I currently have an escalation which uses Flow to gather some more information and then send an email to me, but some users are frustrated that they have to type out their question again.

 

Is there an easy way for the conversation transcript to be sent by email as the escalation route?

 

Thanks!

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  • renatoromao Profile Picture
    renatoromao 6,459 on at
    Re: Escalate by email transcript

    Thanks a mil, @mrkckny ! 🙂

     

    Yes, I got it.

    Unfortunately, we do not have a way to do it yet in real-time, only after 6 hours. But you can create a scheduled workflow to run all days at the end of the day getting all pending conversations to send by email or something like that.

    I create a solution to recover a conversation that you can reuse the logic across your workflow to send an email to your generic inbox: Solved: Is it possible to reconnect the user to a conversa... - Power Platform Community (microsoft.com)

  • mrkckny Profile Picture
    mrkckny 4 on at
    Re: Escalate by email transcript

    Hey Renato, thanks for the reply I'm a big fan!

     

    I understand how to access the transcripts, however the escalation email is sent to a generic inbox that my team use, and they don't have access to the transcripts.

     

    I will vote for the idea though and hope it can be part of PVA in the future.

  • renatoromao Profile Picture
    renatoromao 6,459 on at
    Re: Escalate by email transcript

    Hi @mrkckny ,

     

    You can get the conversation transcript using this documentation: Download chatbot sessions - Power Virtual Agents | Microsoft Docs

    The conversation history will be available in a couple of hours (~6hrs) within the Dataverse.

     

    Also, you can vote on my idea: Receive whole Conversation by email - Power Platform Community (microsoft.com)

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