PVA conversation and Omnichannel Account or contact automatic link. How to do it?

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Posted on by Yader

Hello community,

I am trying to achieve an automatic link beween a conversation made by a bot in PVA (already integrated with Omnichannel) and the contact. This is native and straightforward when we use pre-surveys in Omnichannel but I was looking for some help when we use PVA as a source of the conversation that ends escalated to an agent.

Thank you so much in advance!

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dian74 2,477 Most Valuable Professional on at

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If you are referring to the ability to automatically identify customers that go from a PVA chat to a Omnichannel (live agent) that is available in the application: Details here: docs.microsoft.com/.../record-identification-rule

PLEASE MARK AS VERIFIED IF HELPFUL

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