Configure Omnichannel with Power Pages Site Agent

Microsoft Power Pages allows organizations to combine AI-powered Agents with Dynamics 365 Omnichannel, enabling visitors to seamlessly transition from automated assistance to live customer service agents when additional support is needed.

Tip: Omnichannel integration improves customer satisfaction by ensuring visitors can quickly connect with human agents whenever AI assistance cannot fully resolve their issues.

What is Omnichannel Integration?

Omnichannel integration enables Power Pages AI Agents to transfer conversations directly to live customer service representatives. This creates a seamless support experience that combines AI automation with human expertise.

Prerequisites

An AI Agent must already be configured on your Power Pages website.
Dynamics 365 Customer Service must be installed in the same environment.
Copilot Studio access is required.
Appropriate permissions must be assigned to configure Omnichannel settings.

Important: Dynamics 365 Customer Service and Omnichannel must be properly configured before enabling live agent transfers.

Configure Agent Hand-Off in Copilot Studio

Open Power Pages Setup Workspace.
Navigate to Copilot → Add Agent.
Under Agent Analytics, select View Agent Analytics.
Open the associated Copilot Studio Agent.
Configure escalation settings.
Save your changes.

Configure Manual Agent Transfer

You can manually configure conversation transfers within Copilot Studio.

Open Topics in Copilot Studio.
Select the System tab.
Open the Escalate topic.
Select the + icon below the Message node.
Choose Topic Management → Transfer Conversation.
Enter a transfer message such as "Transferring you to a live support agent."
Select Save.

Connect Omnichannel

Open Settings in Copilot Studio.
Select Customer Engagement Hub.
Choose Omnichannel.
Select Connect.
Wait until the connection status shows Connected.
Close the configuration window.
Select Publish.
Publish again to finalize the integration.

Complete Chatbot Setup in Customer Service Admin Center

Open Customer Service Admin Center.
Select Guided Channel Setup.
Choose Start New.
Select Chat as the communication channel.
Link the Power Pages Agent.
Complete the remaining setup steps.
Copy the generated Live Widget Script.

Enable Omnichannel Live Widget in Power Pages

Open Portal Management.
Navigate to the Header Web Template.
Paste the copied Live Widget Script using a Liquid substitution tag.
Save the template.
Open Site Settings.
Create a new setting named SiteCopilot/EnableOmniChannelWidget.
Set the value to true.
Save your changes.
Preview the website.

Success: Visitors can now seamlessly move from AI-powered conversations to live customer service representatives whenever additional assistance is required.

Benefits of Omnichannel Integration

Seamless AI-to-human support transition.
Improved customer satisfaction.
Reduced support response times.
24/7 automated assistance.
Enhanced customer engagement.
Unified customer support experience.
Better issue resolution rates.

Best Practices

Test escalation scenarios regularly.
Provide clear transfer messages.
Monitor Omnichannel analytics.
Train live agents on chatbot handoffs.
Review conversation history for improvements.
Keep Copilot Studio topics updated.

Summary

Integrating Dynamics 365 Omnichannel with Power Pages AI Agents provides a complete customer support solution that combines intelligent automation with human expertise. This approach improves customer experiences, increases satisfaction, and ensures visitors always receive the assistance they need.