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Omni channel assignment

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Posted on by Vighnesh

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Hi All,

Is there a possibility where I can create a conversation to a case if the conversation is unattended after 15 minutes?

This is related to Omni channel application.

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Hi Vighnesh,

Maybe you can use power automate to create one schedule flow to check these conversations.

Now, you can use 'List rows' to retrieve all conversations:

https://docs.microsoft.com/en-us/power-automate/dataverse/list-rows

Based on the following documentation, The conversation (work item) that is in the queue and not assigned to you (agent) is classified under Open state.

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-conversation-state

So you can use the status as filter in the flow.

https://docs.microsoft.com/en-us/dynamics365/customer-service/developer/reference/entities/msdyn_liveconversation#statuscode-options

Then you can set the condition to check if the difference between the creation time and the current time is more than 15 minutes.

Finally, you can use 'Add a row' to create new conversation under Yes branch:

Use a flow to add a row in Dataverse - Power Automate | Microsoft Docs

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