Passing Custom Context to an Omnichannel Chat
Passing custom context variables to an Omnichannel chat can be useful when you want to supply Omnichannel agents with customer data or…
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Practical guides, tutorials, and insights on AI, agents, Microsoft technologies, enterprise applications, and communication.
Getting Conversation Id and Session Id Context in Omnichannel Chat
In this post, we will look at how to get the Omnichannel Conversation Id and Session Id context variables in an incoming…
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Using App Profile Manager to Toggle Productivity Pane in Omnichannel
In this post, we will look at how to use the App Profile Manager to remove the Productivity Pane from Microsoft Omnichannel.…
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Viewing Chat History with a Customer in Microsoft Omnichannel
In this post, we will look at a useful feature of being able to view chat history in an ongoing Omnichannel chat.…
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Upgrading Omnichannel to the Latest Version
In this post, we will look at how to upgrade Omnichannel to the latest version. First, go to the Power Platform admin…
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Using OData Queries in Omnichannel Configuration to Surface Data
In this post, we will look at how to use OData queries in Omnichannel to surface data to an agent. Let’s look…
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Passing Session Context Variables from Chat to Web Resources in Omnichannel
In Omnichannel, we may find a need to receive user input and use that input to perform various automated actions to help…
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Identifying Customers and Cases with Pre-Conversation in Omnichannel
In this post, we will look at how to use Pre-Conversation Survey in Omnichannel to identify records in Dynamics 365. This functionality…
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How to Get a Postman Bearer Token for Azure Resources
In this post, we will look at how to get a bearer token using Postman for connecting to Azure resources. First, let’s…
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Customizing Color Theme and Operating Hours of Chats in Omnichannel
In Omnichannel, the out of the box configuration for a chat widget looks like below: There are several customization options available to…
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Calling an APIM App Service from Power Automate
In this post, we will look at how to call an Azure App Service through an API Management endpoint from Power Automate.…
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Get Bearer Token in Power Automate Flow
In this post, we will look at how to get a Bearer token in a Power Automate flow. First, we will create…
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