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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!
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
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Muhammad Shahzad Sh...
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Ramesh Kumar
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David Shaw_UK
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