Service | Customer Service, Contact Center, Fie...

PVA BOT hand over to live agent during and after work hours

(0) Share

Report

Posted on by MelissaBedheadHats

I have created a PVA bot that will hand over to a live agent within certain topics. At the moment, during office hours or break times, the PVA bot displays a message that we are out of hours.

Do I have to create a second bot to work after hours or during break times that doesn't hand of to a live agent? I want it to work 24/7, but out of hours there will not be a human to answer.

Defeats the whole purpose of having the bot if it only can display a message after hours to say to contact us during business hours.

Appreciate any advice or insight anyone might have into this issue.

All responses (5)

Answers (0)

MelissaBedheadHats 15 on at

Like (0)

Report

RE: PVA BOT hand over to live agent during and after work hours

Thank you for your help. I have the automated message programmed and it is working out hours. If I can manage to have my bot run 24/7 and hand off to agents during opening hours only, that'll be perfect,
MelissaBedheadHats 15 on at

Like (0)

Report

RE: PVA BOT hand over to live agent during and after work hours

I think I will give this option a trial. Unfortunately, I had my BOT structured to collect some customer information before transferring to an agent which will not work for after hours mode. I can alter my BOT though if it will mean it will run 24/7 and only escalate to human during operating hours. Better than creating two bots.
Vamsee Mullapudi on at

Like (1)

Report

RE: PVA BOT hand over to live agent during and after work hours

You can setup the PVA bot in a Queue that operates 24x7 (i.e. Operating hours on the Queue set as 24x7 or left empty) and the live agents in a separate queue. On this queue setup the work hours. The PVA bot works 24/7 and during work hours escalates to an agent. After work hours, during escalation the PVA bot checks for the Operating hours and displays a message to contact during business hours.
Suggested answer

dian74 2,475 Most Valuable Professional on at

Like (1)

Report

RE: PVA BOT hand over to live agent during and after work hours

You can set the active operating hours in Omnichannel for customer service. You can also configure automated messages per each channel. Here is a list of all of the messages that are available with triggers: docs.microsoft.com/.../configure-automated-message I would suggest deactivating the messages if you don't want to show them to the customer on off-hours. Keep in mind If you don't create customized automated messages at the channel instance level, each instance will inherit the channel-level settings. If you create customized automated messages at the channel instance level, the channel-level settings are overwritten.

Please mark as verified if helpful.
Community Member Microsoft Employee on at

Like (1)

Report

RE: PVA BOT hand over to live agent during and after work hours

Hi MelissaBedheadHats,

From following link, you can find that Power Virtual Agents is 24/7 service available for the customer.

Bot for Dynamics 365 using Power Virtual Agent and Microsoft Flow - Top Microsoft Dynamics and NetSuite Partner & Dynamics CRM Consultant in San Diego (alphabold.com)

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.