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automation with text chat
This article is the first part of a Kickstarter of two pieces and part of my "Dynamics 365 automation with bots/voice bots 101" series; in this article and in the second part, I will focus on Power Virtual Agent in combination with Dynamics 365 Customer Service. The first article focuses on a text chat virtual agent with a handover option to a human agent, aka live chat. The second will demonstrate how to voice enable D365 and use voice bots.
Both pieces will demonstrate that it is possible to provide Omnichannel Customer service with human and non-human agents without a classical Contact Center installation.
Motivation
Imagine a situation where your virtual agent is incapable of solving a query of your customer; that's the point where human-to-human interactions immediately come into play.
Configuring the Power Virtual Agent
Modify Escalate topic
Publish the bot
OmniChannel Handover
Configure Power Virtual Agent handover
It would be best if you had a working Dynamics 365 Customer Service environment to work with Omnichannel and human handover. As this is a Kickstarter, I will demonstrate how to start from nothing; you could even start with a 30-day free Dynamics 365 Customer Service trial.
We enable voice as we will use it in the second part of this Kickstarter.
If there is no active subscription for D365 Customer Service, we can enable a trial and select the created environment to use with Omnichannel.
Create Application Registration
After configuring these initial steps, we need to create an Application Registration in our Azure Active Directory. We go to the Azure Portal and select Application registrations and "+Add".
We give it a speaking name and select "Accounts in any organizational directory".
After saving, we can get the Application ID of the Registration (red)
and paste this ID to our Agent Handover Configuration in Power Virtual Agent.
Setting up OmniChannel for Customer Service
We need to add some extensions to our environment, to add some features, but everything you see below will work without any extension installed.
For only text (messaging) hand-off
Install Omnichannel Power Virtual Agent extension.
If you still see the following warning after installing the Omnichannel Power Virtual Agent extension and don't need voice capabilities, you can safely ignore it.
For both text and voice hand-off
Install the following extensions in this order:
Configure Omnichannel for Customer Service
Next, we will create a Queue, a Workstream, and Ruleset.
First, go to https://yourtenant.crm.dynamics.com/apps
Select the "Customer Service admin center App"
Create a Queue
We create a separate Queue for Customers asking for human-to-human interaction.
We select the Type "Messaging" as a queue type
and add some agents after completing it.
Create a Workstream
After creating the first queue, we generate a workstream to select the Work distribution mode and the fallback queue.
Next, we create a chat widget; you could use a different, more customizable chat window configuration. You can find an example in my "Create your first (voice-) bot" article.
Click "Set up chat" and configure it accordingly to the screenshots.
Add a RuleSet
Next, we create a ruleset for handling the users.
and create a new rule.
We do not need to configure a condition, as we want to allow every user to enter the queue and assume you have a 24/7 service.
Add Bot to Workstream
We add our bot via smart assist bots' settings in the Advanced settings area.
Add Context Variables
We need to add a first context variable to the workstream.
We will use the va_Scope Variable.
Test handover
Let's test the handover.
Go to your workstream, copy the code for the snippet, create an empty HTML-File and paste the copied code into the body.
You will end up with something looking like this.
<!DOCTYPE html>
<html>
<head>
<title>Page Title</title>
</head>
<body>
<script id="Microsoft_Omnichannel_LCWidget" src="https://oc-cdn-public-eur.azureedge.net/livechatwidget/scripts/LiveChatBootstrapper.js" data-app-id="your data" data-lcw-version="prod" data-org-id="your data" data-org-url="https://your data.crm4.omnichannelengagementhub.com"></script>
</body>
</html>
Ask the bot for a human agent.
In your D365 Agent Dashboard, you should see an incoming chat and can talk to yourself.
And can start to chat with the customer.
Conclusion
Self-service helps you provide 24/7 effective and efficient customer service; with the integration of human handover, you can keep your customer satisfaction high.
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