cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
HarshChat
Frequent Visitor

Schedule working hours in PVA Bot

Hello Team,

 

I need assistance on configuring the PVA topic with Power Automate flow to return value based on the value into Dataverse (Operating Hours)

 

We have PVA configured in Omnichannel with a chat channel. We use the operating hours as 24X7 to ensure that the chatbot (with PVA) will always be on. In the cases where the customer wants to connect with a Live agent (during the request "Transfer to Live agent"). We want to run the additional check based on the operating hours configured into the system (Operating Hours).

As the operating hour's data gets stored into the calendar and calendar rule table, it isn't easy to read with power automate flow.

 

Need assistance on identifying the easy way to configure Working hours for "Live Agent" and during the escalation from Virtual Agent to Live Agent, the additional condition will verify that if the customer request falls under the Working hours or beyond working hours.

2 REPLIES 2
Pstork1
Dual Super User
Dual Super User

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.



-------------------------------------------------------------------------
If I have answered your question, please mark your post as Solved.
If you like my response, please give it a Thumbs Up.
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...

Helpful resources

Announcements
Canadian Cloud 2022 768x460.png

Register for a free PVA chatbot creation workshop.

Learn how to respond rapidly to your customers and employees at scale, using intelligent conversational chatbots.

Top Solution Authors
Users online (2,971)