web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Survey bot automatical...
Service | Customer Service, Contact Center, Fie...
Answered

Survey bot automatically closing the conversation

(6) ShareShare
ReportReport
Posted on by gauthis 27
Hey,
 
I'm encountering an issue currently.
 
We have our omnichannel installation setup such that when an agent hangs up on a user, they are automatically redirected to a survey bot (implicit).
 
However, when they are done answering the survey (takes 5 seconds), this appears to close the conversation. Which is problematic if the agent is still wrapping up, they cannot create the incident or make any further changes to the conversation... 
 
Has anyone else experienced this? I know the old PVA bots used to have a "Hang Up" action, the new Copilots don't seem to have this, and instead have an "End Conversation" node, I wonder if that's what's causing it.
 
Thanks!
I have the same question (0)
  • Verified answer
    SumitChavan Profile Picture
    SumitChavan 23 on at
    Anyone facing the same issue and has found the resolution/work around for the same?
  • Verified answer
    CU28010722-0 Profile Picture
    CU28010722-0 18 on at
    facing same issue, but i have complained to their support.
  • Verified answer
    CU28010722-0 Profile Picture
    CU28010722-0 18 on at
    facing same issue, but i have complained to their support.
    https://community.dynamics.com/forums/thread/website/details/
  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at
    1.  Avoid using "End Conversation" node in survey bot.
    Let the bot end naturally after survey completion without explicitly ending the session.
    2.  Add a delay or message buffer before ending.
    Include a final message like “Thanks! Your session will close shortly,” and allow the session to time out instead of using End Conversation.
    3.  Handle wrap-up via post-conversation workflows.
    Allow agents to work in a post-conversation wrap-up state, and ensure Omnichannel settings allow wrap-up after session ends.
     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Congratulations to our 2025 Community Spotlights

Thanks to all of our 2025 Community Spotlight stars!

Congratulations to the January Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Suriyanarayanan V Profile Picture

Suriyanarayanan V 22

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 20 Super User 2026 Season 1

#3
Encore Business Solutions Profile Picture

Encore Business Sol... 14

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans