Configure Power Virtual Agents bots for voice

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Introduction

To route customers call to the best department, diagnose issues, collect information, and give recommendations, conversational IVR bots speak to customers when they call in. Power Virtual Agents makes it easy to author IVR bots and you can use the same bots for other channels, like chat and voice.

Some of the features of the Power Virtual Agents bots for voice are as follows:

  • Customizable voices in the Omnichannel for Customer Service configuration experience.
  • Questions in Power Virtual Agents using "Boolean" types do not prompt users with "Options are Yes or No".
  • All bot messages can be interrupted by the caller.

Prerequisites

The following prerequisites must be met for the Power Virtual Agents bot:

Configure a bot for voice

To add and configure a bot for voice

  1. In the Customer Service admin center or Omnichannel admin center app, go to the workstream that you created for the voice channel, and then in the Bot section, select Add Bot.

  2. On the Add Bot pane, select a bot from the Name box.

    Select a bot.

  3. Select Save and close. The bot is added to the workstream.

    Sample bot details.

More information:

Configure handoff from Power Virtual Agents to Omnichannel for Customer Service

To configure the handoff between Power Virtual Agents bot to Omnichannel for Customer Service

  1. In Power Virtual Agents, open the bot that you've configured to integrate with Omnichannel for Customer Service.

  2. Go to Manage and select Agent transfers.

  3. In the Agent transfers section, select Omnichannel, and on the Omnichannel panel that appears, do the following:

    1. Select Enable. One of the following messages appears:
    • That Omnichannel is enabled is displayed at the top of the page.
    • If you're using Application Lifecycle Management (ALM), you might see the following message: "We can't determine if omnichannel integration is enabled for the environment". For more information, see Bots with ALM.
    1. Turn on the Enable voice toggle.

    2. Select See how to register a new Application ID, and follow the instructions to register an application identifier.

      1. Select App Registration.

      2. Select New registration.

      3. Enter the name of your bot, and then select Register.

      Register the bot in Azure.

      1. Copy the Application ID to the clipboard.

      Copy the application ID.

    3. Return to Power Virtual Agents, paste the copied ID in the Application ID field, and then select Add your bot. After the bot is added, a message is displayed and the bot is listed.

    Power Virtual Agents bot for Omnichannel for Customer Service

    1. Optionally, you can view the bot details in Omnichannel for Customer Service.

Important

In voice, we don't listen for the closeOmnichannelConversation context variable. You must configure an end of conversation message for the call to end in Omnichannel for Customer Service. See: End a bot conversation.

See also

Overview of the voice channel
Configure context variables