PVA/Omnichannel: how can the bot know if the queue is out of operating hours when transferring the conversation?

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Posted on by D365EL

Hello Community,

When we have a PVA bot integrated with Omnichannel, when the bot transfers the conversation to an agent, how could we let the bot know that the queue is out of operating hours? Out of the box, it will display system generated messages to the customer in the chat window that it's out of business hours. But in the bot topic, after the step to transfer the conversation to the agent, we want to call a Power Automate flow to do something IF it's outside of the agent's queue operating hours. How could this be done if even possible?

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