Connecting Power Virtual Agents to a Real Life Person using Omni Channel Engagement

Not all times you will want to provide live chat opportunities for a customer to a real person. Self Service is huge when it comes to serving a customer on their terms, at the time and method that suits them, whilst keeping more specific 1:1 interactions for more complicated questions, issues or concerns to staff. This post covers how to get started with connecting a Power Virtual Agent together with Omni Channel Engagement to make this scenario possible!