In previous post, we have seen the initial configuration needed in Power virtual agent to integrate the omnichannel and how the bot user gets created in omnichannel for the PVA bot.
Let us come back to Power virtual agent and complete the remaining steps. Till now we just connected the PVA bot with Omnichannel. As explained earlier, we have to configure some way to make bot understand that the user wants to talk to the human agent and the conversation should be transferred to the human agent. PVA provides one system topic for escalation. We need to customize this topic to transfer to the agent as shown in below snippets.
Go to the Topics, we can see both customs and system topics listed here
Go to the system topics
Click on the “Escalate” topic, it will open the topic for editing
Below we can see talk to Agent step which identified if user wants to talk to agent. We can add another action below this to actually transfer to human agent. Click on the plus “+” to add action.
Select the Topic management and then select Transfer conversation option as shown below. In earlier version, it was slightly different.
In Transfer conversation , we can add some message to the agent and also add some context variables in case needed
This was the last step in the PVA omnichannel integration from PVA configuration
Post this we need to complete the setup in the Omnichannel. Lets see in next post
Happy learning 🙂
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