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When agent is not available

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Posted on by tbosch

Hello everyone,

currently I am working on a flow in the chatbot. This flow should be triggered when the waiting time between the bot and handoff to agent is longer than 1 minute. Then the bot should display different contact options. I have now made a powerautomate which acts as a timer and is triggered after the handoff to agent happens. However, in our frontend widget the handoff to agent probably causes the message which the bot sends after the 1 minute mark dissapear. This means that the user never receives those other contact options after the 1 minute mark. Which also means that when an agent never responds the user doesnt receive any messages

Is there any other way this could be made posssible?

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remidyon on at

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Hello @tbosch
When you do the handoff to agent Copilot Studio does not have the control of the conversation anymore, that's why your power automate flow does not work. You need to manage this use case in your engagement hub (what platform are you using for live agent chat?)

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tbosch 13 on at

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Hi Remi,
Thanks for getting back to me! I noticed the same behavior – the feature works in Copilot Studio but not in live chat when the conversation transfers to an agent. I searched for functionalities within D365 Customer Service to enable automated messages after a specific time interval, but the only options I found were for displaying average wait times and similar replies. (we are using D365 Customer Service
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TV-03050653-0 35 on at

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Hi @remidyon ,

Do you know if it's possible in Customer Service Workspace to automatically change the availability to away, when the PC is locked? Problem we are facing is that employees don't change their status when leaving the workplace. So customers are waiting in line, but there are no employees behind the chat.

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TV-03050653-0 35 on at

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Never mind! It already does that

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