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Configure Omnichannel with Power Pages site agent

Omnichannel lets enterprises instantly connect and engage with their customers via live chat. If the agent can't resolve their queries or they need a response beyond the site's programmed capabilities, the site agent enables a seamless transition to a live agent for help.

Prerequisites

  • Add an agent to your site in the Power Pages design studio.
  • Install the Dynamics 365 Customer Service app in the environment where the site is created.

Configure agent hand-off in Copilot Studio

The agent added with Power Pages Studio doesn't include instructions for transferring calls to Omnichannel.

To enable this functionality, configure the agent manually in Copilot Studio. You can access Copilot Studio directly from the Power Pages design studio.

  1. Go to Set up workspace.

  2. Under Copilot, select Add agent.

  3. From the Agent analytics section, choose View agent analytics.

    A screenshot of Add copilot to a site in the Set up workspace with the View copilot analytics link emphasized.

Configure an agent manually in Copilot Studio

  1. In Copilot Studio, select Topics from the left-hand menu.

  2. Select the System tab, and then choose Escalate.

  3. Select the + icon below the Message tile.

  4. Hover over Topic management, and then select Transfer conversation.

  5. Enter the message you'd like displayed to the end user while transferring the call in the Message to agent text entry field. For example, Call transferred from chatbot to human agent.

    A screenshot of a Transfer conversation in Copilot Studio with the Message to agent text entry field emphasized.

  6. Select Save to apply your changes.

  7. In the left-hand menu, select Settings, and then select Customer engagement hub.

  8. Select Omnichannel, then Connect.

  9. When the Status shows as Connected, select the Close button.

  10. In the left-hand menu, choose Publish.

  11. Select Publish.

Complete chatbot setup in Customer Service Admin Center

  1. Open the Customer Service admin center.

  2. Go to Guided channel setup, and then select + Start new.

  3. To finish onboarding, follow the steps in the guided channel setup.

    During setup, select chat and link the existing bot created in the Power Pages design studio.

  4. Copy the script shown in the chat setup complete step.

    Screenshot of the Customer Service Admin Center showing the script for adding the chat widget to the customer webpage.

    You need this script to host the live widget on a Power Pages site.

Enable Omnichannel live widget in Power Pages

  1. Open the Portal Management app for the selected site.

  2. Open the Header web template for the associated site.

  3. Use the substitution liquid tag to add the live widget script you copied when you completed the chatbot setup.

    Screenshot of the substitution liquid tag content displayed in the Header web template inside the Portal Management app.

  4. Save the template.

  5. In the left-hand menu, select Site Settings.

  6. Choose + New.

  7. Create "SiteCopilot/EnableOmniChannelWidget" site setting and set value to true.

  8. Save and preview the site.

Responsible AI: FAQ for site agent