Dynamics Community Forum Thread Details

Hi All,

Just wondering if it is possible to pass the omnichannel pre-chat survey variables to PVA bot to be able to initiate the right conversation?

Any leads will be grateful.

Thank you,

Rashi

Hi Rashi,

Maybe you can try to use routing rules to assign chat to the queue, and use Context variables in Power Virtual Agent.

After creating pre-chat survey questions, Each time one of these is created, it creates a context variable record for the workstream that the chat is associated to.

And you can configure context variables in Power Virtual Agent.

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent#configure-context-variables-for-the-bot

But I am not sure that you can select context variables from pre-chat in Power Virtual Agent, but you can try to test.

Regards,

Leah Ju

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