thanks chaps, I have a really simple question if a visitor enters our chat on our site, can we be notifiied of that and then 'barge' into the call without waiting for the bot to transfer the chat to a human agent?
You get a notification if a user enters the chat. The team can then receive the incoming call and then agent is assigned accordingly. You need to properly setup queues and create your query resolution team and setup the algorithm depending on users skill set.
Thank you for the video. For chat I was able to add the bot but for Voice workstream I am not able to see the Voice-enabled section under OmniChannel. Any idea what setting I might be missing.
Navigate to voice workstream which you created. At the very bottom of the page you will find 'Show advance settings' collapsible control . Under smart assist bot section. Click on Add bot button to provision bot
Or Navigate to customer service workspace app. In that page you will find a section named as 'watch the overview ' under explore voice card. Click on 'customise voice' hyperlink and create a voice channel workstream and then link a bot
@@PowerTechSpeck Thank you, I was able to resolved the issue. The document was not updated with recent Copilot things. The settings tab of the bot was different. Thank you for the video once again.
Hi, firt all, thank you for share this video. Do you know how configure authentication SSO for users internal using bot Power Virtual Agents connected in Omnichannel and using Chanel for Microsoft Teams? Thanks for support.
@@PowerTechSpeck yes, I configureted authentication in Omnicannel for chat user and is ready and corrected. My problem is related for channel teams in Omnichannel. In this documentation for Microsoft, for configure authentication (SSO) in channel microsoft teams, is necessary the created chatbot in Developer Portal in Microsoft Teams and this is done, but not function.
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thanks chaps, I have a really simple question if a visitor enters our chat on our site, can we be notifiied of that and then 'barge' into the call without waiting for the bot to transfer the chat to a human agent?
You get a notification if a user enters the chat. The team can then receive the incoming call and then agent is assigned accordingly. You need to properly setup queues and create your query resolution team and setup the algorithm depending on users skill set.
Thank you for the video. For chat I was able to add the bot but for Voice workstream I am not able to see the Voice-enabled section under OmniChannel. Any idea what setting I might be missing.
Thanks Rajiv. Can you please clarify your question? Which section under omnichannel app are you referring to ?
@@PowerTechSpeck I was looking for voice channel workstream with bot. Can you please share if anything available.
Navigate to voice workstream which you created. At the very bottom of the page you will find 'Show advance settings' collapsible control . Under smart assist bot section. Click on Add bot button to provision bot
Or Navigate to customer service workspace app. In that page you will find a section named as 'watch the overview ' under explore voice card. Click on 'customise voice' hyperlink and create a voice channel workstream and then link a bot
@@PowerTechSpeck Thank you, I was able to resolved the issue. The document was not updated with recent Copilot things. The settings tab of the bot was different. Thank you for the video once again.
Hi, firt all, thank you for share this video. Do you know how configure authentication SSO for users internal using bot Power Virtual Agents connected in Omnichannel and using Chanel for Microsoft Teams? Thanks for support.
Did you try configuring Authentication in Omnichannel for chat users ?
@@PowerTechSpeck yes, I configureted authentication in Omnicannel for chat user and is ready and corrected. My problem is related for channel teams in Omnichannel. In this documentation for Microsoft, for configure authentication (SSO) in channel microsoft teams, is necessary the created chatbot in Developer Portal in Microsoft Teams and this is done, but not function.