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Genesys Bot Connector and Microsoft Power VA (Virtual Agent)

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Hi,

 

We are able to connect with Microsoft Power virtual Agent from Genesys cloud successfully and initiate a chat. but the now challenge is end the conversation and send the parameters back to genesys architect.

we have a Account information intent, once the intent is identified we are using a question block to collect the account number in co pilot studio, the moment customer enters a accountnumber in gensesys web messenger tool, it gives a fallback question.

Request your help on this, we have already gone through the Hand off to Genesys document from microsoft and made necessary changes in the API and Bot definition.

FYI - Hand off to Genesys - Microsoft Copilot Studio | Microsoft Learn

Thanks,
Suma

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