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Omnichannel for Customer Services and Power Virtual Agents integration

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Posted on by Monkeyman

Hey

Hope you are good ?

For an omnichannel for Customer services to work and handover to a live agent from Power Virtual Agents, is a digital messaging add on license required ? I have done it without, but not sure why the docs say that it is required ?

thanks

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Monkeyman 5 on at

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This is where I read it in the docs

docs.microsoft.com/.../try-channels

I notice in Omnichannel for Admins Model Driven App that if you access the channels part this is where it’s asking for this license.

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Hi Monkeyman,

Yes. the document mentioned that these following licenses are required if you want to integrate Power Virtual Agents bots in Omnichannel for Customer Service:

In fact, If you want to use omnichannel for Customer service, you need additional license: Digital Messaging add-in or chat add-in.

https://docs.microsoft.com/en-us/dynamics365/customer-service/system-requirements-omnichannel#licensing

Or you can try to use Channels trial:

(1)Channels trial through trials.dynamics.com

With this option, you can get a free 30-day trial of Omnichannel for Customer Service including Chat, SMS, Microsoft Teams, and social channels through https://trials.dynamics.com.

(2)Channels trial through Microsoft 365 admin center

The Dynamics 365 Customer Service Digital Messaging Add-on Trial is a free 30-day trial of Chat, SMS, and social channels that you can download from the Microsoft 365 admin center.

You can refer the following link for more details:

Try channels in Omnichannel for Customer Service | Microsoft Docs

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Hi Monkeyman,

Yes, prerequisites of provisioning channels in Omnichannel for Customer Service:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites

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Monkeyman 5 on at

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Hi

Thanks for this. However I have configured the handover successfully without the digital messaging add on license.

All other license conditions are met.

So I don’t understand why this is required ?

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