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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Survey bot automatical...
Service | Customer Service, Contact Center, Fie...
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Survey bot automatically closing the conversation

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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
    Survey bot automatically closing the conversation
    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
    Survey bot automatically closing the conversation
    facing same issue, but i have complained to their support.
  • Verified answer
    CU28010722-0 Profile Picture
    CU28010722-0 18 on at
    Survey bot automatically closing the conversation
    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... 2,336 Most Valuable Professional on at
    Survey bot automatically closing the conversation
    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.
     

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