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Deploy Omnichannel Live Chat Widget to

Posted on by 3,962

I need to enable a new Omnichannel connected PVA bot in a website.


1. I'm currently hosting a PVA bot in a button-enabled lightbox with session auto-start. When button is clicked, the lightbox loads and a session is started using PVA's API. This method is used because Wix does not support a native connection to PVA.

1. A copy of the existing PVA bot was configured to work with Omnichannel for Dynamics Customer Service.

2. The bot's widget is loaded using Omnichannel's live chat widget bootstrap script instead of PVA's API.

3. When the page containing the bot is loaded, the live chat widget is displayed and, when selected, launches the PVA bot's greeting.

4. When escalate to live agent is triggered, the Omnichannel hand-off to Dynamics for Customer Service works as designed.


The Problem:

The live chat widget bootstrapper does not provide a data tag for auto-start of the session. Instead, the widget is displayed in the lightbox, which must be clicked again to start the chat session.

What are my options?




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