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Power Virtual Agent Chabot Goes Directly to OmniChannel Live Agent

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Posted on by LBroward

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

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Haig Liu Microsoft Employee on at

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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

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dian74 2,477 Most Valuable Professional on at

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Have you added the bot user to the queue the conversation is routed to?

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LBroward on at

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Yes. The bot isn't getting engaged, goes straight to live agent. Support is looking into it.

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