Power Platform Community Forum Thread Details

Hi,

I have an Omnichannel SMS Workstream configured with a PVA bot. I am able to trigger the bot topics with a text message to a particular phone number, which is great. I am trying to discern if the PVA bot can grab the incoming phone number and pass it to a Power Automate Flow to filter a table in our Dataverse.

When I review the session logs in the PVA analytics area for my bot, I can see my phone number is captured in the ChatTranscript column (I've blocked it out in red):

I think that payload is getting passed from Dynamics/Omnichannel though, so I'm not sure how to grab the "PrimaryDisplayValue" key. Thanks in advance.

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Calling actions from Copilot Studio

Yes, it is possible to grab the incoming phone number from an Omnichannel SMS Workstream and pass it to a Power Automate Flow to filter a table in Dataverse.

To achieve this, you can use Power Automate to create a flow that triggers when a new SMS message is received by your Omnichannel Workstream. The flow can then extract the phone number from the message and use it to filter a table in Dataverse.

Here are the high-level steps you can follow to accomplish this:

In Power Automate, create a new flow with the "When a new message arrives in a channel" trigger.
Select the "Omnichannel for Customer Service" connector and choose your SMS Workstream.
In the trigger, you can access the incoming phone number by using the expression triggerOutputs()?['body/senderPhoneNumber'].
Use this expression in a "Get rows" action for your Dataverse table to filter the rows based on the incoming phone number. You can use the Filter Query option and build a query that filters the table based on the phone number.
Once you have the filtered data, you can perform any desired actions with it, such as sending an email, updating a record, or sending a message back to the SMS sender.

I hope this helps! Please hit like 🙂