Learn the exact steps to configure your Microsoft Copilot Studio chatbot for smooth handoff to live agents in Omnichannel for Customer Service. Discover essential actions like app registration and setting up agent transfers!
Table of Contents
Question
A company uses Omnichannel for Customer Service.
The company builds a chatbot by using Microsoft Copilot Studio. The company deploys the chatbot to the company website.
You need to configure the chatbot to hand off the conversation to a live Omnichannel agent.
Which three actions should you perform? Each correct answer presents part of the solution.
A. Configure single sign-on.
B. Configure the system fallback topic.
C. Select Omnichannel for Agent transfers.
D. Register an app in Microsoft Entra ID.
E. Add a Transfer to agent node to the Escalate topic.
Answer
C. Select Omnichannel for Agent transfers.
D. Register an app in Microsoft Entra ID.
E. Add a Transfer to agent node to the Escalate topic.
Explanation
This item tests the candidate’s knowledge of escalating conversations to a live agent.
You need to register an app in Microsoft Entra ID to be able to connect a chatbot to the Omnichannel for Customer Service engagement hub under Agent transfers. The Escalate system topic is used when a user asks to speak to an agent. A Transfer to agent node is required to be added to this topic to hand off the conversation from the chatbot to a live agent in Omnichannel for Customer Service.
Single sign-on is used to authenticate the bot’s user, not hand off the conversation to a live agent. Configuring the system fallback topic replaces the standard response to a user’s prompt that is not understood, allowing you to customize the message. The system fallback topic does not include a transfer to agent action.
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