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Dynamics 365 Omnichannel for Customer Service: Is Bot required for Chat and Voice?

Posted on by 286

Hello Community,

When working with the "Chat" or "Voice" channel in Omnichannel in D365, the Bot is optional in the workstream setup. If we don't add any bot to the workstream:

- What would be the customer and agent experience?

- Would the customer still be able to engage with a live agent if we don't add any Bot to the workstream?

- In order to hand off the chat or voice conversation from the customer to a live agent, is adding the Bot to the workstream mandatory? I am under the impression that we must have a bot in order to hand off the conversation from the customer to a live agent, is this understanding correct?

- If there is no Bot in the workstream, who is the customer talking to first when engaging in a Chat or Voice conversation?

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  • Dynamics 365 Omnichannel for Customer Service: Is Bot required for Chat and Voice?
    Hello Community, When working with Dynamics 365 Omnichannel for Customer Service in the "Chat" or "Voice" channel, the use of a Bot is not mandatory in the workstream setup. Without adding a Bot to the workstream, the customer's experience will involve direct engagement with a live agent from the beginning of the conversation. The absence of a Bot does not hinder the customer's ability to interact with a live agent, and there is no mandatory requirement for a Bot to facilitate the handoff from the customer to a live agent. Essentially, if there's no Bot in the workstream, the customer initiates their conversation directly with a live agent, providing a seamless and personalized experience akin to the convenience of using Spotify Premium Free on your PC.
  • Verified answer
    DanNewton Profile Picture
    DanNewton 144 on at
    RE: Dynamics 365 Omnichannel for Customer Service: Is Bot required for Chat and Voice?

    What would be the customer and agent experience?

    We don't use bots on chat or voice workstreams, customers simply queue and are then routed to an available agent based on whatever routing rules are setup. We use 'custom automated messages' on each channel to tell the customer they are in a queue for an agent. The voice channel configurations also have hold music.

    Would the customer still be able to engage with a live agent if we don't add any Bot to the workstream?

    Yes this works for us without any bot, the customer simply is routed to a live agent.

    In order to hand off the chat or voice conversation from the customer to a live agent, is adding the Bot to the workstream mandatory? I am under the impression that we must have a bot in order to hand off the conversation from the customer to a live agent, is this understanding correct?

    No, workstreams route directly to agents without bots setup. You do not need a bot to hand off the conversation to a live agent.

    If there is no Bot in the workstream, who is the customer talking to first when engaging in a Chat or Voice conversation?

    The customer is simply just in a queue for the next live agent.

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