I have set up everything like you explained in the D365 customer service admin center, but I can't seem to find or the customer service Workspace in the admin panel that shows all the customer service apps. Could this be a license issue or a setup issue?
I tried this out, however, I can't seem to see the customer service Workspace to receive the incoming messages of a user's request to speak with a live agent.
also even if the agent end the conversation the user is able to send the message to the agent plus both can easy chat, is there any way to close the chat and go back to chatbot again?
is the inactivity really working cause even after the user doesn't respond to the chat for those seconds the conversation in not ending in the side of agent as it does when we close the chat window
Great video thank you. I see you escalated the conversation from within the dynamics chat widget. Can the chat be started in PVA chat (eg Settings, Channels, Custom website) and be escalated to omni channel? Or must the chat airways start in the omni channel chat widget?
You can do it the other way around but this would not be a standard pattern: having Copilot Studio in the front means you will keep consuming messages despite the chat being escalated to a live agent.
Here is the documentation link that explains how to connect Copilot Studio to Dynamics 365 Customer Service: learn.microsoft.com/en-us/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp
Cool video Remi, Thanks for the help!
I have set up everything like you explained in the D365 customer service admin center, but I can't seem to find or the customer service Workspace in the admin panel that shows all the customer service apps.
Could this be a license issue or a setup issue?
Looking forward to the next copilot studio videos!
I tried this out, however, I can't seem to see the customer service Workspace to receive the incoming messages of a user's request to speak with a live agent.
Thanks bruhh keep uploading videos
also even if the agent end the conversation the user is able to send the message to the agent plus both can easy chat, is there any way to close the chat and go back to chatbot again?
is the inactivity really working cause even after the user doesn't respond to the chat for those seconds the conversation in not ending in the side of agent as it does when we close the chat window
I would really love your input on this as it'll mean a lot to me coming from you
Great video thank you. I see you escalated the conversation from within the dynamics chat widget. Can the chat be started in PVA chat (eg Settings, Channels, Custom website) and be escalated to omni channel? Or must the chat airways start in the omni channel chat widget?
You can do it the other way around but this would not be a standard pattern: having Copilot Studio in the front means you will keep consuming messages despite the chat being escalated to a live agent.
Here is the documentation link that explains how to connect Copilot Studio to Dynamics 365 Customer Service: learn.microsoft.com/en-us/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp