Announcements
No record found.
Good morning,
When the omnichannel chatbot Widget opens it connects directly to an agent and bypasses the PVA chat that is in place. I have two other environments that are working correctly. Workstream users and queue are set up the same. The only thing different is this that I don't see in the other environments, highlighted in yellow. We are not using voice in any environments.
Thanks
Hi LBroward,
Have you checked the transfer to agent in your Authoring canvas?
https://learn.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
The contents of the pop-up box may be related to authentication Settings:
https://learn.microsoft.com/en-us/dynamics365/customer-service/create-chat-auth-settings?tabs=omnichanneladmincenter
Have you added the bot user to the queue the conversation is routed to?
Yes. The bot isn't getting engaged, goes straight to live agent. Support is looking into it.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our 2026 Super Stars!
We are thrilled to have these Champions in our Community!
These are the community rock stars!
Stay up to date on forum activity by subscribing.
11manish 36
Mallesh Deshapaga 32
Goloknath 28 User Group Leader
