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HarshChat
New Member

Schedule 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
Pstork1
Dual Super User III
Dual Super User III

I haven't found a way to just create a variable that would include the current time to use for redirecting.  So I think you will have to create a flow that will return the current time or what action to take based on the current time.  Then based on the return you can redirect as needed.



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peterswimm
Microsoft
Microsoft

That's correct, the best option for this right now is using the inbuilt flow get time action https://docs.microsoft.com/en-us/power-automate/desktop-flows/actions-reference/datetime#datetime-ac...

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