Hi there,
We're building a POC using Power Virtual Agents and Omnichannel. We've created bots to deal with specific scenarios, for instance:
- Bot ABC: Query A
- Bot B: Query B
We've also configured specific skills and skill attachment rules, so when our customer opens a chat from the Query A FAQ article on our portal, we add the correct skill to the conversation so it gets pick up by the Bot ABC.
We have put a condition for test purpose in Skill Attachment Rule as follows. so that if the username is 'xyz' than a specif Bot 'ABC' should respond to the user.
But when we put the username in chat dialog as xyz, as follows
The chat window shows the following message and stays like this forever.
But when I go to the Omnichannel Agent Dashboard , I can see the incoming chat from user 'xyz' an and correct Skill 'ABC' was attached to it. But the bot 'ABC' did't respond to the chat.
We have configured the Skill configuration for the Bot as Follows
Regards
