D365 Customer Service Omnichannel: Queue Overflow

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Posted on by D365EL

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Hello Community,

In Omnichannel, I know we can use /Overflow handling/ on the queue to end the conversation if the queue is out of operation hours.

If we have a Power Virtual Agents bot integrated with the Chat channel in Omnichannel, how could we tell the bot that the conversation has been ended due to outside of operation hours? Is that possible? Inside the bot topic, we want to trigger a Power Automate flow to do something only if the agent's queue is out of operating hours. So we need to find a way to tell the bot that the queue is out of operating hours when the bot transfers the conversation to the agent. Does anyone know how that could be done?

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muhammad tariq 41 on at

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D365 Customer Service Omnichannel: Queue Overflow

So basically, what we have to do is to include a condition inside the escalation topic in Power Virtual Agents to check whether the agent is within operating hours or not. This way, the bot won't be able to escalate the chat to a live agent whenever it is outside of operating hours.