Within Omnichannel for Customer Service, on the chat channel we can configure a pre-conversation survey. This functionality works well but I’ve recently been experimenting with using an adaptive card instead.
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How can we help you? This is for Individuals and Businesses. https://www.linkedin.com/feed/update/urn:li:activity:7120084266700439552/ source
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?
Pass customer data from pre-chat survey to Power Virtual Agent If you have Power Virtual Agent and Omnichannel for Customer Service integrated, you can use pre-chat survey questions in Omnichannel
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