Service | Customer Service, Contact Center, Fie...

Omnichannel Agent Experience in PowerApps

(0) Share

Report

Posted on by MiguelCoroza

Hi,

Is it possible to embed the Omnichannel Agent Experience in our Power App? If yes, may I ask if you can send some references? Thank you so much!

I have the same question (0)

All responses (4)

Answers (0)

Suggested answer

LeoAlt 16,331 Moderator on at

Like (0)

Report

Hi partner,

If you mean you want to use Omnichannel in Portals, it is possible.

1.Make sure you have the Omnichannel license. And install all chats in Omnichannel Administration Center.

2.Create a chat in Omnichannel Administrator.

3.Copy the code snippet to Portals->Content Snippets->chat Widget Code.

Then the chat window will be available on your portal home page.

For more information, please refer to this doc.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/embed-chat-widget-portal

If my understanding is not correct, please share more information about your requirement.

Regards,

Leo

Was this reply helpful? Yes No
MiguelCoroza 30 on at

Like (0)

Report

Hi

I mean the Agent experience in omnichannel not the customer experience thru chat widget.

Was this reply helpful? Yes No
venkatsr User Group Leader on at

Like (0)

Report

Hi,

Hope this helps

docs.microsoft.com/.../configuration-hand-off-omnichannel

Was this reply helpful? Yes No
MiguelCoroza 30 on at

Like (0)

Report

[quote user="MiguelCoroza"]
Hi,

Is it possible to embed the Omnichannel Agent Experience in our Power App? If yes, may I ask if you can send some references? Thank you so much!
[/quote]
Please help me if I understand it correctly after the process of creating, configuring the power virtual agent and embedding it on our Power App. I accepted the chat session on Dynamics 365 OmniChannel via a live agent. Then I can transfer it to Power Virtual agent in order to connect my other agent handling the Power App to communicate with the customer? Is this possible using the reference you gave? Thank you!

Was this reply helpful? Yes No