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Sample configuration to integrate an Azure bot

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This article provides the exact steps and configuration values to integrate an Azure bot with Omnichannel for Customer Service, and then escalate the query to a human agent.

In this sample configuration, three queues and three routing rules are created. The bot user is added to one queue, and the agents are added to the two other queues. Routing rules are defined in such a way that whenever a customer starts a chat, it will be first sent to the bot, and then escalated to a human agent as per the conditions defined in the routing rules. The workstream used in this sample is ChatWorkStream.

  1. Configure the bot user as an omnichannel agent.

  2. Create the following three queues and add users as follows:

    • BotQueue: Add the bot user to this queue.
    • CreditCardQueue: Add agents who will handle queries related to credit card.
    • HomeLoanQueue: Add agents who will handle queries related to home loan.

  3. Add a context variable. Let's say you create a context variable named BotHandoffTopic in the ChatWorkStream workstream.

  4. Create the following routing rules in the ChatWorkStream workstream in this order:

    • BotRule: Specify the workstream and queue as ChatWorkStream and BotQueue, respectively. Add the condition as follows:

      Create a rule to send customer query to bot.

    • CreditCardRule: Specify the workstream and queue as ChatWorkStream and CreditCardQueue, respectively. Add the condition as follows:

      Send customer queries from a bot to an agent, by creating a rule.

    • HomeLoanRule: Specify the workstream and queue as ChatWorkStream and HomeLoanQueue, respectively. Add the condition as follows:

      Create a rule to send customer query from bot to an agent.

  5. Configure the Azure bot to escalate and end conversations.

When a chat is started by a customer, the query is routed to the bot through the BotRule routing rule. If the bot escalates the query, it is sent to the appropriate agent as per the configured routing rules. The bot needs to send the correct context variable and its value in the escalation request to route the query appropriately.

See also

Integrate an Azure bot
Best practices for configuring Azure and Copilot Studio bots
Configure Azure bots to escalate and end conversation
Context variables for a bot
View bot insights