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Hi,
I have scenario like this.
my VA only show in the FAQ Page in the portal (using powerapp portal - Customer Self Service). then, visitor click the VA, and automatically VA is recognize the username from the portal and when transfer to agent (omnichannel solution), the username show in the Omnichannel.
may I know, how to achieve this scenario?
hi @xcode1 fas as I know this can't be done unfortunally. We can think in use call and action but we need a initial paramater what we don't know.
Hi @xcode1 ,
You can customize your chatbot using scripts like posted in the PVA blog, like user information.
https://powervirtualagents.microsoft.com/en-us/blog/make-your-power-virtual-agents-bot-start-the-conversation-using-a-custom-canvas/
*you need to customize the scripts
And regarding the Omnichannel integration, you can see some limitations here:
- https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel#specific-content-doesnt-appear-in-omnichannel-for-customer-service
- https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel#known-limitations
https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel#known-limitations
---If you like this reply, please give kudos. And if this solves your problem, please accept this reply as the solution.
Thanks!Renato Romãohttps://www.linkedin.com/in/renatoromao/
Phil is doing something similar in this video:
https://powerusers.microsoft.com/t5/Webinars-and-Video-Gallery/Personalizing-Power-Virtual-Agents-for-Authenticated-Users/td-p/542175
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