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ReportHi 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 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.
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.
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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