Hi ,
We have a scenario that when Bot escalates to human/agent if agent is offline, We need to send an automated email/Notify to agents that customer is waiting for response.
How to do that
Thanks,
Sai
Hi partner,
I guess your question is related to offline survey, there may be no functions to achieve your needs for the time being. When the agent is offline and not responding. The system will automatically set the status to inactive, and the agent will not continue to receive new tasks.
Please refer the links:
offline survey:
View notifications:
https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-notifications
Stay up to date on forum activity by subscribing. You can also customize your in-app and email Notification settings across all subscriptions.
André Arnaud de Cal... 290,802 Super User 2024 Season 2
Martin Dráb 229,129 Most Valuable Professional
nmaenpaa 101,154