Posts

Desktop Notifications Not Working in Omnichannel

In this post, we will look at the desktop notification functionality and why it may not be working in your environment. Desktop notifications are a great feature for agents. When an Omnichannel agent session is activated from, say, a chat request from a customer, the agent sees a notification in the top right of the browser: Now, let’s say the agent doesn’t have the tab in focus. The agent won’t … Continue reading Desktop Notifications Not Working in Omnichannel

Power Virtual Agents Sending Question Parameters to Dataverse

In a previous post, we showed how a Power Virtual Agent can look up dataverse data and return it to the person chatting to the bot. In this post, we will look at how the bot can ask a person questions, send the person’s answer as a parameter to the dataverse, and return data to the person. Specifically, we will look at the example where a customer asks about a … Continue reading Power Virtual Agents Sending Question Parameters to Dataverse

Power Virtual Agents Calling Dataverse to Answer Questions

In this post, we will look at how a Power Virtual Agent can lookup data in the Dataverse and answer questions intelligently to the person it is chatting with. We will go through a simple example where we display account data to the bot’s chatter. First, let’s create a new virtual agent in the Dataverse environment we want to look up data. Go to https://web.powerva.microsoft.com/environments/ to access your bot. Then go … Continue reading Power Virtual Agents Calling Dataverse to Answer Questions

How to Export and Import Canvas Apps MSAPP and ZIP Formats

In this post, we will go through how to export and import a Canvas Apps Power Apps in 2 formats, the MSAPP and ZIP. Importing is useful when trying out Power Apps in the Community gallery located at https://powerusers.microsoft.com/t5/Community-App-Samples/bd-p/AppFeedbackGallery. MSAPP Files MSAPP files contain only the Canvas App, as opposed to the ZIP file format we will look at next which contains additional resources. First, let’s export a MSAPP file. Open … Continue reading How to Export and Import Canvas Apps MSAPP and ZIP Formats

Enabling the Power Apps Maker Solution Preview

The Power Apps Maker Solution Preview is available for some orgs. Once enabled, it provides a cleaner user experience when building apps. For example, the New menu below has changed from showing many options to a categorized experience: To enable the Power Apps Maker Solution Preview, go to https://make.powerapps.com and select Solution Preview On: Now when you go into a solution, you will see the new layout. We see 3 … Continue reading Enabling the Power Apps Maker Solution Preview

Power Apps Ideas Transforms Natural Language to Formula

Microsoft is continually building AI functionality to improve the coding and non-coder experience with examples that include natural language query code generation. In this post, we will explore the pre-release Power Apps Ideas functionality, which transforms natural language formula to code, and the Train with Examples functionality that takes advantage of the ideas of Programming by example (PBE). We will look at how it is applied in the Canvas Apps in data … Continue reading Power Apps Ideas Transforms Natural Language to Formula

Configuring Power Virtual Agent Bot Handoff to Omnichannel Live Agent

In this post, we will look at how to create a Power Virtual Agent (PVA), connect it to Omnichannel for Dynamics 365, and configure it so a customer can be connected to a live agent after talking to a bot through chat. First, let’s go to https://web.powerva.microsoft.com/, where we are prompted to enter the name of our bot, as well as the language and D365 environment: Click on Create. We see: … Continue reading Configuring Power Virtual Agent Bot Handoff to Omnichannel Live Agent

Migrating Omnichannel Configuration Data Between Orgs

Once you have configured Omnichannel in your development org, you will at some point want to migrate that configuration through your environments and up to your production org. In this post, we will look at how to migrate configuration data from one environment to another. First, let’s take a look at the types of Omnichannel configuration data. Head to the Omnichannel Admin app: We see there are various entities that … Continue reading Migrating Omnichannel Configuration Data Between Orgs

Configuring Nicknames for Agents in Omnichannel Chat

There are scenarios where organizations do not want their agents real names to be displayed to customers in a virtual Omnichannel chat. In this post, we will look at how to configure this in Dynamics 365 Omnichannel. First, let’s look at the default setting for Omnichannel. In my chat setting, I have the Full Name being displayed: When a customer starts a chat, we see here as I am the … Continue reading Configuring Nicknames for Agents in Omnichannel Chat

Omnichannel Chat on a Power Apps Portal

In this post, we will look at how to add an Omnichannel chat widget to a Power Apps Portal. First, go ahead and create a new Power Apps portal in the Power Apps maker: Next, give the portal a name and click Create: Once it’s done, let’s head back to the Omnichannel side. In the Omnichannel admin app, we will create a new Authentication Settings record: Copy the URL of your … Continue reading Omnichannel Chat on a Power Apps Portal