Using Power Virtual Agent Variables with the Omnichannel Engagement Hub

One of the features available in the Omnichannel Engagement Hub is the capability to escalate chats from power virtual agent or even a chat bot built using the azure bot framework to an available agent. When using routing rules for a chat work stream, we can use pre-chat questions to assist with routing the chat … Continue reading Using Power Virtual Agent Variables with the Omnichannel Engagement Hub

Omni Channel Engagement Hub – Setting up Co-Browse

One of the features currently in preview for the Omni Channel Engagement Hub is Co-Browse. The co-browse feature is provided by ScreenMeet, a Microsoft ISV with an existing co-browse and remote assist solution that integrates with Dynamics 365. The solution offered for co-browse has now been extended to the Omni Channel Engagement Hub. The video … Continue reading Omni Channel Engagement Hub – Setting up Co-Browse