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

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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.

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Community Member on at

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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.

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dian74 2,477 Most Valuable Professional on at

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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.

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Vamsee Mullapudi on at

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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.

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MelissaBedheadHats 15 on at

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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.

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MelissaBedheadHats 15 on at

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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,

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