Virtual Agents are a feature that allows organisations to create a Bot for customers to engage with on websites by asking it questions and providing automation capabilities. It is currently in preview and you can read all about what they are, their features and how to get started in this post here. It’s awesome thinking it can just be used for outside of an organisation, but what about for internal use? Virtual Agents can be embedded into Dashboards, and basically anywhere you can put an IFrame – (anywhere you can add HTML, which is ANYWHERE!). This post takes a look at how to do this and what the benefits are to an organisation.
Three Reasons to use Virtual Agents Internally
1. Learning and Onboarding: You might be wondering, isn’t the Virtial Agent feature an external piece of functionality? Not necessarily. It could potentially be an amazing tool for organisations to add into Bots and use as a way to ask questions about internal procedures. This is a really important point for those who are new starters or have changed departments. Dashboards are a great way to embed this process into Apps, whilst maintaining security and ensuring the bots are being used by the right people.
2. Accessing Data: In addition, another reason could be to query data. You could query data rather than make it available it in the App interface, or it could be a really great way to secure data and only make external data available via the bot in a controlled way and with no custom integration required.
3. Automating Tasks: Finally, users could use the bot to acually automate some tasks without having to do them in the App interface. For example, you can ask the bot to ‘post your order’ and it could take the input of the Order Number and go ahead and automate it, removing the need for the user to navigate, open a record and click a button. Instead, it can use natural language to ‘just do things’ and reduce workload on staff.
How do i embed the Bot in Dynamics 365?
1. Get your bot ready to deploy. Navigate to the ‘Deploy’ Tab in the Virual Agent Interface:
2. Click on ‘Custom Website’
3. Ensure the Bot is published by clicking ‘Publish’. Then copy the URL only of the Bot – not the full iframe. Dynamics 365 manages this for you (see above)
4. Open Dynamics 365 App Editor for your App and create a new Classic Dashboard, selecting the Layout you want.
5. Click ‘Iframe’ component
6. Add the URL only into the configuration and ensure you uncheck the Restrict Cross-Frame-Scripting (below)
7. Save the configuration and save your Dashboard. Ensure your Dashboard is included in your app and Publish your App.
7. Navigate to your Dashboard and you can now see your Virtual Agent and interact with it from your Dynamics 365 App.
If you have any questions please leave them in the comments below and I’ll do my best to help!