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Currently the agent transfer process will only allow us to link only once to an instance of Dynamics 365 with Omnichannel. The workaround to get it up again is to redeploy the bot, which is time-consuming. Would be great to be able to switch the instance (in case we make mistake in configuring, or simply want to switch the bot to a different environment).
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A

hi Andre,

It should be possible for you to disconnect the PVA bot from Omnichannel using the 'Disconnect' button under transfer to agent topic. Can you please confirm if this is working for you?

Thanks,
Neerja

Category: Omnichannel for Customer Service