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mziaulhaq
New Member

Virtual Agents and Skill Attachment Rules: not working as expected

Hi there,

We're building a POC using Power Virtual Agents and Omnichannel. We've created bots to deal with specific scenarios, for instance:

  • Bot ABC: Query A
  • Bot B: Query B

We've also configured specific skills and skill attachment rules, so when our customer opens a chat from the Query A FAQ article on our portal, we add the correct skill to the conversation so it gets pick up by the Bot ABC.

 

We have put a condition for test purpose in Skill Attachment Rule as follows. so that if the username is 'xyz' than a specif Bot  'ABC' should respond to the user.

Capture.PNG

But when we put the username in chat dialog as xyz, as follows 

Capture1.PNG

The chat window shows the following message and stays like this forever.

Capture2.PNG

 

But when I go to the Omnichannel Agent Dashboard , I can see the incoming chat from user 'xyz' an and correct Skill 'ABC' was attached to it. But the bot 'ABC' did't respond to the chat. 

 

We have configured the Skill configuration for the Bot as Follows

Capture3.PNG

 

 

Regards

 

2 REPLIES 2

@mziaulhaq - Thank you for your reply. To confirm, did you setup your integration using the steps below?

 

I don't see any reference to "Skill" or "Bookable Resource" in that document, which is why I ask.

 

Thank you,

Hi,

Thank you for your reply. Yes we followed the steps below for integration?

 

Just to be more specific what we wanted to achieve is , we want to use skill based routing to transfer the customer to a specific Bot. For that we followed this link : https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/enable-skill-routing-create-r...

 

Would you please guide, how to achieve the above ?

 

Regards

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