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Power Platform Community / Forums / Copilot Studio / if a user is giving ne...
Copilot Studio
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if a user is giving negative comments on chat will omnichannel know

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Posted on by 41

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.

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  • CU22081450-0 Profile Picture
    Most Valuable Professional on at

    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.

  • CU22081450-0 Profile Picture
    Most Valuable Professional on at

    Hi @robmays ,

     

    Did I answer your question?

    Do you need anything to help you?

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