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robmays
Helper I
Helper I

if a user is giving negative comments on chat will omnichannel know

if a user is in communication with a non human bot and negative comments are appearing in a conversation will omnichannel be notified so as a user can interact? I know it works if the conversation is from human to human. but i want to be notified if a bot interacting with a human and comments are not happy/positive can the bot automatically notify omnichannel.

2 REPLIES 2
renatoromao
Super User
Super User

Hi @robmays ,

 

I think that is not possible to do it yet, but you can create an idea here: https://aka.ms/pva/community/ideas

 

You can do a workaround:

1- Create a LUIS to understand the sentiments - https://www.luis.ai/

2- Integrate with Power Automate - https://powerusers.microsoft.com/t5/General/LUIS-in-PVA/m-p/535081#M1066

3- And for each conversation message, request to the Power Automate workflow. Depends on the response, you escalate to Omnichannel.


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Thanks!

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.650 students) : English | Português

Hi @robmays ,

 

Did I answer your question?

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Did I answer your question? Mark my post as a solution!
Thanks!

Renato Romão,

Connect with me here 😉

Power Virtual Agents course (+2.650 students) : English | Português

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