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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Problem when Dynamic 3...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Problem when Dynamic 365 Customer Service chat integration with Azure QnaMaker Bot

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Posted on by SOH CHAU CHUN 5

Our company has just purchased your Dynamic Customer Service, and now we are trying to intergration our Qnamaker bot into your Dynamic Customer Service portal. We have encountered several bugs and would like to ask for solution.

1. suggestion layout problem 
    After integration with our Qnamaker bot, we found that the chat layout of the return multiple suggestion would have problems, and the height would not fit when the answer length was long.
    pastedimage1576047584661v1.png

2. Scroll and button click error
    An error occurs when I click the chat button or scroll the chat room
    pastedimage1576047662814v2.png

3. If this is a bug on your side, do you provide any SDK so that we can develop our own webchat to connect with your Dynamic Customer service portal.

4. If there is no SDK, could I use your bot framework web chat to integration with your Dynamic Customer service portal, such as transfer agent into your Dynamic Customer service portal through API?

I have the same question (0)
  • Suggested answer
    ba365guy Profile Picture
    ba365guy 2,950 on at

    Hi SOH CHAU CHUN

    I suggest you to please take a look at different types of cards in QnA maker to display your responses. You can use bot framework.

    For example Rich Cards: Please use the subtitle to display longer texts. and appropriate short text on the button like "Choose this" / "Click Here"  / "tap here"

    Please refer following links: 

    Link1: https://blog.botframework.com/2017/08/25/qna-maker-rich-card-attachments-net/

    Link 2: https://docs.microsoft.com/en-us/azure/cognitive-services/qnamaker/tutorials/create-qna-bot

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at

    Hi

    It is possible to integrate Bots with Dynamics 365 for Customer Service using Omnichannel capabilities, in order to transfer a session to an agent.

    I have some blog posts coming soon on how to do this - in the meanwhile, please take a look atdocs.microsoft.com/.../configure-bot which will hopefully get you started on this.

    Regards

    EY

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Soh Chau Chun,

    Power Virtual Agents allows you to build powerful chatbots that can answer questions from customers, other staff, or website or service users. They are a standalone web app as well as a standalone app within Microsoft Teams. The majority of the functionality is shared between the two. We provide customization services too for the same. I think it will resolve your problem with Dynamics 365 customer service chat integration.
    For more details and queries visit: solzit.com

    Regards,
    Kirti

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