You’re offline. This is a read only version of the page.
2
I have an issue with PVA. When starting a conversation in PVA (code embedded on a website) when I ask to "speak to agent" it says the chat will be transferred to a live person but no request comes through in Customer Service Workspace app. However, if I start the chat in the Dynamics chat widget and ask to speak to an agent, it transfer through to Customer Service Workspace app fine. I know the PVA is connected to Dynamics because I can ask it topic related questions in Dynamics chat widget that it answers correctly.
I have PVA setup and connected to Omnichannel (Dynamics 365 Customer Service is connected in the engagement hub and can view the bot as a user in omnichannel by clicking on "View in Omnichannel"). My topic has a "Transfer conversation" node.
In Dynamics, a chat Channel, workstream and queues are created. The workstream has the bot added under the "Bot" section as type Copilot. My user account has the roles Basic User, Bot Author, Omnichannel administrator and Omnichannel agent and I am added to both queues (one the workstream transfer to and the fallback queue).
Omnichannel for Customer Service is installed in the Dynamics 365 apps section and configured with Chat and Microsoft Teams. If I start the chat in Dynamics it connects to the PVA fine. I can ask it questions and the PVA will respond to these in the chat. Asking to speak to an agent will escalate the chat and I receive the push notification in the Customer Service workspace. However, if I begin the chat in the PVA (code found under Settings, Channels, Customer website in Copilot Studio) then the PVA will answer questions fine but when I ask to speak to an agent, it says transferring now but nothing comes through in Customer Service workspace.
Any ideas please?
Hello @turbochook
This is the expected behavior - when you interface Copilot Studio to a live agent system like D365 Customer Service the front UI should be the live agent system (which will delegate all the message to Copilot Studio in the back until you ask to escalate to live agent) - because when you need to hand off the conversation to a live agent you want to stop consuming messages from Copilot Studio.
If you were to deploy Copilot Studio in the front and D365 CS in the back you would still be consuming messages despite users chatting with a live agent.
See the Copilot Studio implementation guide, section on Live Agent Escalation:
#1
Romain The Low-Code...
76
#2
Pablo Roldan
61
#3
stampcoin
10
Share
Report
All responses (
Answers (
