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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Can I integrate Omnich...
Service | Customer Service, Contact Center, Fie...
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Can I integrate Omnichannel pre conversation survey question in power virtual agent

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Posted on by Aishwarya B

Hiii,

I have chat widget in Omnichannel admin centre in which pre conversation survey is there regarding selecting product issue types and subissue type so I wanted that survey to be integrated in PVA .Customer can select option from dropdown in PVA like chat widget survey

  • Aishwarya B Profile Picture
    Aishwarya B on at
    RE: Can I integrate Omnichannel pre conversation survey question in power virtual agent

    Hii Haig Liu,

    Thank You for your reply,

    Yeah I wanted to integrate pre-conversation chat question in Power virtual agent bot

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Can I integrate Omnichannel pre conversation survey question in power virtual agent

    Hi Aishwarya B,

    You mean using pre-chat surveys in virtual agents, right? While you can add chat widget to chat channels and portals, you cannot add it to virtual agents in the same way.

    I suggest you integrate a Power Virtual Agents bot with Omnichannel for Customer Service first: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

    Then pass pre-chat survey details to virtual agent: https://neilparkhurst.com/2021/08/20/omnichannel-for-customer-service-pass-pre-chat-survey-details-to-virtual-agent/

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