How to get the pre-chat survey from omnichannel(D365) to PVA?
PVA stands for “Power Virtual Agent” and is a Microsoft bot creator platform that uses “no code” and built-in content building blocks, trigger phrases, and pre-authored bot conversations to keep you connected in real time and can be integrated with multiple channels such as Teams, Slack, Facebook, Whatsapp through Twilio, Skype, Telegram, Cortana, Line, Kik, email, and custom mobile and web channels.
omnichannel stands for “Dynamics 365 omnichannel” and is essentially a live chat and SMS platform that companies use to connect with customers, to learn more about omnichannel click-here.
Getting the pre-chat survey from omnichannel and sending it to PVA
The person who is creating the survey should have the admin access to the D365 platform and OmniChannel,
Step 1: Go to omnichannel administrator dashboard →
Click on “Chat” in Channels (refer Pic 1) → Go to Surveys (refer Pic 2)
In this we have to provide the questions what we need from the customer for eg: name, email, consent etc.,
Step 2: We have to create a topic, trigger phases in PVA to do that
→ Click Topics (refer Pic 3)
→ Provide Topic name and Trigger Phases (refer Pic 4)
→ Click on Save Topic on top right side
→ Click on Go to authoring canvas
Create a flow inside that by clicking (+) button
To get the values from omnichannel to PVA we have to set the variable as Global →
To do that (refer pic 5)
→ after set the variable in the flow → click on the variable {x} (pencil icon)
→ Change the variable name according to the name given in omnichannel
→ go to usage inside the variable properties and select radio button Bot(any topic can access) and select the check box(External Sources can set values)
refer Pic 6 for overall creation in PVA
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