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HarshChat
New Member

Scheduling Working Hours in PVA Bot

Hello All,

I need assistance in Power Virtual Agent Bots, where I want to schedule working hours to respond to the users within the Bot.

I have created a topic in which there is a quick survey for assistance and resolution with "Yes" and "No" options.

If yes is selected, a survey will be sent to the customer for rating and submission.

However, if "NO" is selected, the Bot should verify the time and respond accordingly to the company's working hours. If the customer response is within the working hours, it will redirect to the agent, and if it is beyond working hours, it will send a message.

I need assistance here on how to configure working hours with/within the Bot for it to identify/verify and respond accordingly?

E.g., Company working hours are from 9 am – 5 pm. A survey is sent to the customer, and if (s)he responds to the resolution as "NO" before 5 pm, then Bot should check the same with the company working schedule. However, if the response is within the support hours, it should direct it to the live agent or search for another topic for the resolution. If the response is received post 5 pm beyond the working hours, a notification will be shown to the user regarding the business working hours.

I want to schedule this working hour for Bot to identify working hours and respond accordingly if the customer response is within or beyond the working hours.

2 REPLIES 2
Expiscornovus
Super User
Super User

Hi @HarshChat,

 

Like suggested in the other thread, you could use a flow for this to retrieve the current time. In the topic of the Power Virtual Agent you can check the outcome of that flow and show the appropriate message to the user.

 

Below is an example for 09-17.

 

1. The Topic setup. As you can see it calls a flow and retrieves the BusinessHours output. A condition checks what the outcome is. When it is equal to OutOfBusinessHours text it will show an opening hours message to the user.

 

checktime_pva.png

 

2. The Get Business Hours flow setup. It uses the Business Hours text output variable. The value contains the following expression:

if(and(greaterOrEquals(utcNow('HH'), '09'),lessOrEquals(utcNow('HH'), '17')), 'BusinessHours', 'OutOfBusinessHours')

 

flow_businesshours.png

Hi Expiscornovus,

Thank you for sharing a solution I'll try the same.

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