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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel Pre-chat s...
Service | Customer Service, Contact Center, Fie...
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Omnichannel Pre-chat survey details to Power Virtual Agent

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Posted on by Rashi Saxena 95

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

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    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.

    pastedimage1610098598251v2.png  pastedimage1610098625938v3.png

    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

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

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