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FPB Issue in OmniChannel

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Posted on by Prasanna_13

Hi all, I have integrated a bot using Azure services in Omnichannel but when trying to do a livechat I am getting an error called FPB event. Not sure why it is giving the FPB event issue.

Can anyone please help me in solving the issue..

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Hi Prasanna_13,

Maybe they enter an answer of “unsure” to a question and this could trigger the BOT to transfer to a human.

In some instances, the bot may be unable to determine the intent of a customer's conversation. For example, the customer may be asking a specific question for which there is no topic, or there is no matching option within a topic.

In other instances, your customers may ask to be handed off to a live agent immediately. For example, customers may type "talk to agent" mid-way into a conversation.

You can refer following link:

Use hand-off to live agent - Power Virtual Agents | Microsoft Docs

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