Hand off to Omnichannel for Dynamics 365 Customer Service

Enabled for Public preview General availability
Admins, makers, or analysts, automatically This feature is released. Oct 31, 2019 This feature is released. Dec 2, 2019

Feature details

Power Virtual Agents comes integrated out of the box with Omnichannel for Dynamics 365 Customer Service.

The bot hands off seamlessly to agents using Omnichannel for Customer Service for the agent-facing experience, providing the human agent with the full context of its conversation with the user, and helping the human agent avoid questions the bot has already asked.

See also

Configure seamless and contextual hand-off to Omnichannel for Customer Service (docs)