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Dear Team,
We setup OmniChanell and Channel Integration Framework for Twilio Soft-phone. We are able to receive phone call in CRM. We want to route Phone calls based on Queue and enable Smart Assist Bot for Phone Call as well. Can any one let me know how to add Smart Assist Bot for phone call and queue routing for phone call( only phone call should go for the members in queue).
Here are some article for quick references.
https://triciasinclair.com/2020/06/18/omnichannel-engagement-hub-creating-a-smart-assist-bot/
https://community.dynamics.com/365/customerservice/b/everything-d365/posts/configuring-smart-assist-part-2
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/smart-assist
Best Regards
PG
Thank you Pankaj for your reply. I already developed bot and using for Live Chat and Facebook messenger. I want to utilize same bot for Phone Call as well.
hi, you need to create a not user first, then add the smart bot to a workstream, then enable the productivity pane.
Microsoft has official document, hope it's useful here docs.microsoft.com/.../smart-assist
I dont see any work stream for Softphone as it is not out of box channel type. How to achieve this?
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