web
You’re offline. This is a read only version of the page.
close

Nandhini Prabhakaran

Nandhini Prabhakaran

Joined: 5/3/2024

  • Sending the details of customer from dynamic 365 customer service to copilot Bot(classic) - Voice

    Fri, 03 May 2024 09:29:19 GMT – Dynamics 365 Customer Service – New 

    Hi ,


    We're implementing the voice feature using the dynamic 365 customer service + copilot voice bot (classic). Whenever the user initiates the call to the number configured in workstream, the call gets connected to the bot. We are expecting the customer phone number ANI and DNIS in Copilot voice bot self service workflow for specific business usecase scenario. Based on the discussion with MS, currently, the data will be available only after triggering the agent handoff from Copilot studio flow. Hope, this will be considered!!


    Thanks in advance..!