Unanswered

if a user is giving negative comments on chat will omnichannel know

(0) Share

Report

Posted on by robmays

if a user is in communication with a non human bot and negative comments are appearing in a conversation will omnichannel be notified so as a user can interact? I know it works if the conversation is from human to human. but i want to be notified if a bot interacting with a human and comments are not happy/positive can the bot automatically notify omnichannel.

Categories:

General topics

I have the same question (0)

All responses (2)

Answers (0)

Sort by

CU22081450-0 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi @robmays ,

I think that is not possible to do it yet, but you can create an idea here: https://aka.ms/pva/community/ideas

You can do a workaround:

1- Create a LUIS to understand the sentiments - https://www.luis.ai/

2- Integrate with Power Automate - https://powerusers.microsoft.com/t5/General/LUIS-in-PVA/m-p/535081#M1066

3- And for each conversation message, request to the Power Automate workflow. Depends on the response, you escalate to Omnichannel.

Was this reply helpful? Yes No
CU22081450-0 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi @robmays ,

Did I answer your question?

Do you need anything to help you?

Was this reply helpful? Yes No