Omnichannel - Is there any way to know if no agents are available? If so, can an email be sent?

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Posted on by Community Member Microsoft Employee

Currently using Omnichannel for Customer Service. Running a Health Bot using Omnichannel, so first the questionnaire would be between customer and Health Bot, after that it's handed off to agent.
Can I check if no agents are available? (apart from the Health Bot, since the Health Bot is also there in the Users list in Dynamics along with the other agents)

If so, I would like to send an email, is any of this possible using Flow?

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Fabio Branco on at

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RE: Omnichannel - Is there any way to know if no agents are available? If so, can an email be sent?

Hello amlan0307,

As far as I am aware, there's no currently way for the OC to notify the Chat with the number of the available agents at each momement.

Please post yout Idea, on the Dynamics 365 Application Ideias: experience.dynamics.com/.../

Thank you