Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent

We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data entered in a pre-chat survey. In this post I will explain how to pass context values to the Power Virtual Agent.

In my Live chat workstream I have already configured a pre-conversation survey…

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Omnichannel for Customer Service – Pass pre-chat survey details to Virtual Agent

We can integrate Microsoft’s Omnichannel for Customer Service with Power Virtual Agents. This is a great but what if you want the “BOT” to respond to the customer in context? Say by commenting on data entered in a pre-chat survey. In this post I will explain how to pass context values to the Power Virtual…

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Author: Neil Parkhurst

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