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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Unable to assign a bot...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Unable to assign a bot to a Workstream

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Posted on by AY-27041044-0 6
I have a Bot (TMT 2) and I am trying to assign it in a Workstream.  However, when I get to the Workstream Tab, and click on Assign Bot, the BOT does not show in the list of available options.
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  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    Can you tell us what type of Work Stream you want to add to the Bot?
     
    Based on the information you provided, we found that the Bot you created does not support Voice.

     
    Our team tried to reproduce your operation and also created a bot that does not support Voice, and during the test, we found that Message type Workstream can add the bot, but Voice type Workstream cannot add the bot.

     

     

     

     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
  • Suggested answer
    CU18041028-0 Profile Picture
    CU18041028-0 2 on at
    Hi,
     
    You can try adding your bot in Bots section 1st (In the left navigation pane) and after that try to attach that in your workstream.
    I hope this solves your query.
     
    Thanks,
    Santosh.
     
     
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,845 Moderator on at
    Hello Community member,
     

    You're encountering a common issue when trying to integrate Power Virtual Agents (PVA) bots with Omnichannel for Customer Service workstreams. Here's a breakdown of the likely reasons why your bot "TMT 2" isn't appearing in the "Assign Bot" list and how to troubleshoot it:

    Likely Reasons Why Your Bot Isn't Showing:

    1. Incorrect Bot Type: The screenshot shows "TMT 2" as "PVA". For assignment within Omnichannel workstreams, you typically need a "Customer Service Trial Virtual Agent" (PVA classic) bot. The newer "PVA" bot type might not be directly compatible with the older workstream assignment mechanism.

    2. Bot Not Provisioned for Omnichannel: Even if it's a PVA classic bot, it needs to be specifically provisioned or enabled for use within Omnichannel. This involves connecting the bot to your Dynamics 365 Customer Service environment.

    3. Bot Not Associated with the Correct Environment: Ensure the PVA bot "TMT 2" was created within the same Dynamics 365 environment where your Omnichannel for Customer Service is configured. Bots created in separate environments won't be available for assignment.

    4. Missing or Incorrect Bot ID: When you connect a bot to Omnichannel, it requires the correct Bot ID. If this ID is missing or incorrect in the Omnichannel configuration, the bot won't appear.

    5. Workstream Channel Mismatch: Some bot assignment configurations might be specific to certain channels within a workstream (e.g., Chat, Voice). Ensure the bot is configured to work with the channel of the workstream you're trying to assign it to.

    6. Permissions Issues: Although less likely to completely prevent the bot from appearing in the list, insufficient permissions for your user account within either PVA or Omnichannel could potentially cause issues.

    7. Synchronization Delays: After connecting or modifying a bot for Omnichannel, there might be a short delay before the changes are fully synchronized and the bot becomes available for assignment in workstreams.

       


      8.  

    Troubleshooting Steps:

    1. Verify Bot Type:

      • Go to your Power Virtual Agents portal.

      • Check the "Type" of your "TMT 2" bot. If it's the newer "PVA" type, you might need to create a "Customer Service Trial Virtual Agent" (PVA classic) bot instead for direct workstream assignment.

        •  

    2. Check Bot Connection to Omnichannel:

      • In your Dynamics 365 Customer Service admin center or Omnichannel admin center, navigate to Bots.

      • Locate your "TMT 2" bot in the list.

      • Verify its connection status is "Connected".

      • Review the configuration details for this bot. Ensure the Bot ID is correctly entered.

        •  

    3. Confirm Bot Environment:

      • Double-check that the PVA bot "TMT 2" was created within the same Dynamics 365 environment where you are configuring your Omnichannel workstream.

        •  

    4. Review Workstream Configuration:

      • Open the specific workstream where you are trying to assign the bot.

      • Go to the Bot tab within the workstream settings.

      • Ensure the "Enable bot for escalation" toggle is set to Yes.

      • In the "Select a bot" dropdown, this is where your bot should appear.

        •  

    5. Check Channel Compatibility (if applicable):

      • If your workstream is for a specific channel (e.g., a Chat workstream), ensure your bot is configured to handle conversations on that channel within PVA.

        •  

    6. Wait and Refresh: If you recently connected or made changes to the bot, try waiting a few minutes and then refresh your browser or the Omnichannel configuration page.

    7. Try Connecting the Bot Again: If the bot isn't listed in the Omnichannel "Bots" section, try adding it again using the "New" button. Ensure you provide the correct Bot ID and other required information.

       


      8.  

    Focus on Bot Type and Omnichannel Connection:

    The most common reason for a bot not appearing in the workstream assignment list is either using the newer "PVA" bot type when "PVA classic" is expected, or the bot not being correctly connected and configured within the Omnichannel admin settings.

    Carefully review your bot configuration in both Power Virtual Agents and the Dynamics 365 Omnichannel admin center to ensure they are correctly linked and compatible. If you are using the newer "PVA" bot type, you might need to explore alternative integration methods with Omnichannel, as the direct "Assign Bot" in the workstream tab might be specific to "PVA classic" bots.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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