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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / PVA tranfers to offlin...
Service | Customer Service, Contact Center, Fie...
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PVA tranfers to offline or away live agent

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Posted on by MelissaBedheadHats 15

When the PVA bot transfers to a live agent that has a status of offline or away, can an automatic message be displayed to say that all agents are offline at that time?

Or can a second bot be triggered to display a message or collect some info and email to live agent?

Wondering for when staff are late or on breaks or in meetings and unavailable for live chats. At the moment, customers sit in virtual queue until a live agent logs in again.

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