Select which channel it applies to by using the Condition option. This is the amount of inactive time it will take for the topic to trigger. Select a Value from the dropdown, or enter an arbitrary value (in seconds) using a Formula entry. Select Edit in the trigger node to configure the inactivity duration. Hover the trigger Phrases and select the Change trigger icon. To create them, follow the steps below: Creating a Session Timeout topicįrom the top bar, select New topic and From blank. But if you create the bot from the Power Virtual Agents portal, those topics will not be included in the bot. These topics use the Inactivity trigger to first remind the user, and then close the convesation after a set inactivity timeout value, which can be configured in the topic. When you create a bot from Dynamics 365 Customer Service, the default bot content includes two topics: Session Timeout Reminder and Session Timeout. This is important to ensure the supervisor view displays the correct ongoing conversations and manage agent loads and metrics correctly. Configure inactivity timeout to close conversationĭynamics 365 Customer Service expects a conversation to end after a period of inactivity. If your bot doesn't have omnichannel capabilities enabled, the message will always show. Select the unmanaged layer, and then select Remove unmanaged layer. Next to the chatbot component in the solution, select More commands ( ⋮), and then select See solution layers. In the navigation menu, select Solutions, and then select the solution that contains the bot with the unmanaged layer. Sign in to Power Apps and select the managed bot's environment. If you continue to see the message after exporting and importing the latest version of your managed bot, make sure to remove any unmanaged layers: The message will disappear after you export the latest version of your bot from your development environment, and then import it into a targeted test or production environment with managed bots. If the bot you exported has omnichannel capabilities enabled, you can ignore this message. If you've set up Application Lifecycle Management (ALM) for your bots, and are exporting and importing bots between development (unmanaged) and test or production (managed) environments, you might see a message that we can't determine if Omnichannel for Customer Service integration is enabled for the environment. For more information, see Embed chat widget in your website or portal.īots with Application Lifecycle Management If you use the embed code from Power Virtual Agents, hand-off won't work. To test the bot on your custom website, you must use the embed code that's specified in the chat widget you set up in Omnichannel for Customer Service.
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