Skip to main content
Microsoft Dynamics CRM forum
Suggested answer

Omnichannel Chat Service

editSubscribe (0) ShareShare
ReportReport
Posted on by
Dear Community Members,
            Chat bot - Transfer from BOT to Human Agent.  
 
     We have Microsoft Dynamics Omni Channel Chat Account and Another Chat BOT service.  Whenever customers wants to speak to Human Agent instead of BOT,  conversation should get transferred to Microsoft Dynamic Omni Channel platform instead of existing Bot Service. Similarly at the end of human conversation, again Chat to be routed to Virtual Assistant.  Kindly advice on how to implement as per our requirement.
 
Regards,
Saravanan S
Categories:
Attachments
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Omnichannel Chat Service
    Hi,
     
    In the chat widget, chat sessions can be routed to a queue and then to an agent based on the context specific the user sends.
    Configure route-to-queue rules | Microsoft Learn


    However, when a customer or agent ends the chat, it is not routed from the agent to the bot, but instead the current conversation is directly closed.
     
    Best Regards,
    Dengliang Li
     

Helpful resources

Quick Links

New Blog Features Released!

Check out the new community blog features for viewers and authors…

Setting Up Knowledge Sources for Copilot…

Look at how configuring a comprehensive knowledge base is crucial…

Demystifying Copilot with Georg Glantschnig…

Industry experts answer burning questions directly from our amazing Community…

Leaderboard

#1
Andre Arnaud de Calavon Profile Picture

Andre Arnaud de Cal... 283,080 Super User

#2
Martin Dráb Profile Picture

Martin Dráb 222,601 Super User

#3
nmaenpaa Profile Picture

nmaenpaa 101,138

Featured topics

Product updates

Dynamics 365 release plans