Announcements
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.
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.
Did I answer your question?
Do you need anything to help you?
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our 2026 Super Users!
Congratulations to our 2025 community superstars!
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Valantis 370
Romain The Low-Code... 184 Super User 2026 Season 1
chiaraalina 57 Super User 2026 Season 1
