Configure Additional Settings
Every workstream that you create has other options to personalize working with items that are coming in on that workstream. For example, you could first direct a customer to a bot that can help with troubleshooting a problem. If the bot isn't able to help the customer, it could be escalated to a live representative.
For each workstream you create, you can change the following information:
Sessions: Defines which session template should be used by default for work items coming from this workstream. Initially any SMS workstream is set to use the SMS Session – Default session template. For more information, see Session Templates.
Bot: Specifies the bot that you want all incoming work items on this workstream to be routed to first. If needed, the bot transfers customers to the right queues to speak to human representatives. For more information, see Integrating Microsoft Copilot Studio.
Agent notifications: Allows you to specify the notification templates this workstream displays to representatives in different scenarios such as incoming conversations. For more information, see Notifications.
Context variables: Defines the context variables that can be applied to enrich conversations and help routing conversations. For more information, see Context variables.
Smart assist bots: Specifies the Smart Assist bot that's used by this workstream to assist representatives as they're working on items. For more information, see Smart Assist bots Smart Assist bots.
Quick replies: Defines any quick reply messages that are used by this workstream. For more information, see Quick replies.