Pass customer data from pre-chat survey to Power Virtual Agent
If you have Power Virtual Agent and Omnichannel for Customer Service integrated, you can use pre-chat survey questions in Omnichannel for Customer Service to collect some data prior to the start of the chat. Besides collecting information, these questions also allow the system to identify the customer who initiated the chat (if there is a record in the database). This is important when a chat is handed over to a live agent in Omnichannel as they will have all the relevant customer data at their finger tips when conversing with the customer. But what if there is no need to hand the conversation over to an agent and you still want to pass information regarding the identified customer to Power Virtual Agents? Check out this video to learn exactly that!