Dynamics Community Forum Thread Details

End of Conversation Due to Overflow

Hello Community

We have implemented the "Pick" workstream for our omnichannel chat channel,
and in our queues, we create overflow handling rules

we need after end conversation due to overflow back to copilot studio and trigger a topic to submit case for example

i don't know if there is a way to back from omnichannel and trigger a topic inside copilot.

Categories:

Omnichannel

Hi Engy,

In your scenario where the conversation ends due to overflow and you want to trigger a topic in Copilot Studio (such as submitting a case), you can leverage the following solutions:

1. Automating Topic Trigger Post-Overflow:

You can use Power Automate or Bot Framework Composer to automatically trigger a specific action when a conversation ends due to overflow. This could involve triggering a topic in Copilot Studio, such as submitting a case or offering an alternative resolution. Here’s how:

Set up a Power Automate flow that monitors for the end of a conversation triggered by overflow.
The flow can then trigger an appropriate topic or action in Copilot Studio to handle the next steps, such as submitting a case on behalf of the customer.

2. Configuring Post-Conversation Workflows:

Inside Omnichannel for Customer Service, you can configure post-conversation workflows that can handle specific tasks once a conversation is closed due to overflow. You can set up the system to trigger a case submission, redirect the customer to a self-service option, or initiate a topic in Copilot Studio for further automation.

3. Using Omnichannel Session Event:

You can set up session events within Omnichannel that detect when a conversation ends due to overflow and execute a follow-up action like triggering a case creation topic in Copilot. This event-based automation helps streamline the process without requiring manual intervention.

4. Advanced Overflow Handling:

If your current overflow handling does not allow you to trigger Copilot actions automatically, you can extend the Bot Framework to incorporate more sophisticated routing logic. This can trigger specific Copilot workflows after overflow conditions are met.

Conclusion:

While Omnichannel overflow handling rules manage conversation routing, integrating Power Automate, session events, or Bot Framework can help you trigger a topic in Copilot Studio after the conversation ends. This will allow you to submit a case or take the desired action automatically.

Let me know if you need help setting up these workflows or if you need further assistance with overflow handling in Omnichannel!

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