CE: Prerequisites
Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:
* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.
* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.
* Product licenses - You need a product license for Power Virtual Agents
* Role - You must have the Omnichannel administrator role.
B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent