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Configure Omnichannel with Power Pages site copilot

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Omnichannel empowers enterprises to instantly connect and engage with their customers via live chat. If the copilot is unable to resolve their queries or if they require a response beyond the site's programmed capabilities, the site copilot facilitates a seamless transition to a live agent for assistance.

Prerequisites

  • Add a copilot to your site in Power Pages design studio.
  • Install Dynamics 365 customer service app in the environment where the site is created.

Configure agent hand-off in Copilot studio

The copilot added with Power Pages Studio lacks the necessary instructions for transferring calls to Omnichannel.

To achieve this functionality, you must configure the copilot manually in Copilot Studio. You can access Copilot Studio directly from the Power Pages design studio.

  1. Go to the Set up workspace.

  2. Under Copilot, select Add copilot.

  3. From the Copilot analytics section, choose View copilot analytics.

    A screenshot of Add copilot to a site in the Set up workspace with the View copilot analytics link emphasized.

Configure a copilot manually in Copilot Studio

  1. In Copilot Studio, select Topics from the left-hand menu.

  2. Select the System tab, then choose Escalate.

  3. Select the + icon below the Message tile.

  4. Hover over Topic management and select Transfer conversation.

  5. Type the message you'd like displayed to the end user while transferring the call in the Message to agent text entry field. For example, Call transferred from chatbot to human agent.

    A screenshot of a Transfer conversation in Copilot Studio with the Message to agent text entry field emphasized.

  6. Select Save.

  7. In the left-hand menu, choose Settings, then select Customer engagement hub.

  8. Select Omnichannel, then Connect.

  9. Once the Status shows as Connected, choose the Close button.

  10. In the left-hand menu, choose Publish.

  11. Select the Publish button.

Complete chatbot setup in Customer Service admin center

  1. Open the Customer Service admin center.

  2. Navigate to Guided channel setup and + Start new.

  3. Follow the steps provided in the guided channel setup to complete onboarding.

    During the setup process, choose chat and link the existing bot created from the Power Pages design studio.

  4. Copy the script displayed in the chat setup complete step.

    A screenshot of the Customer Service Admin Center with the script for adding the chat widget to the customer webpage emphasized.

    You need this script to host the live widget on Power pages site.

Enable Omnichannel live widget in Power Pages

  1. Open the Portal Management app for the selected site.

  2. Open Header web template of the associated site.

  3. Use the substitution liquid tag to add the live widget script you copied when you completed the chatbot setup.

    A screenshot of the substitution liquid tag content displayed in the Header web template inside the Portal Management app.

  4. Save the template.

  5. In the left-hand menu, select Site Settings.

  6. Choose + New.

  7. Create "SiteCopilot/EnableOmniChannelWidget" site setting and set value to true.

  8. Save and preview the site.

Responsible AI: FAQ for site copilot