Showing Prechat Survey Variables In Omnichannel Notifications
In this post, we will look at how to display prechat survey variables in Omnichannel agent notifications. First, let’s create a new…
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Practical guides, tutorials, and insights on AI, agents, Microsoft technologies, enterprise applications, and communication.
Desktop Notifications Not Working in Omnichannel
In this post, we will look at the desktop notification functionality and why it may not be working in your environment. Desktop…
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Power Virtual Agents Sending Question Parameters to Dataverse
In a previous post, we showed how a Power Virtual Agent can look up dataverse data and return it to the person…
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Power Virtual Agents Calling Dataverse to Answer Questions
In this post, we will look at how a Power Virtual Agent can lookup data in the Dataverse and answer questions intelligently…
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How to Export and Import Canvas Apps MSAPP and ZIP Formats
In this post, we will go through how to export and import a Canvas Apps Power Apps in 2 formats, the MSAPP…
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Enabling the Power Apps Maker Solution Preview
The Power Apps Maker Solution Preview is available for some orgs. Once enabled, it provides a cleaner user experience when building apps.…
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Power Apps Ideas Transforms Natural Language to Formula
Microsoft is continually building AI functionality to improve the coding and non-coder experience with examples that include natural language query code generation. In…
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Configuring Power Virtual Agent Bot Handoff to Omnichannel Live Agent
In this post, we will look at how to create a Power Virtual Agent (PVA), connect it to Omnichannel for Dynamics 365,…
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Migrating Omnichannel Configuration Data Between Orgs
Once you have configured Omnichannel in your development org, you will at some point want to migrate that configuration through your environments…
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Configuring Nicknames for Agents in Omnichannel Chat
There are scenarios where organizations do not want their agents real names to be displayed to customers in a virtual Omnichannel chat.…
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Omnichannel Chat on a Power Apps Portal
In this post, we will look at how to add an Omnichannel chat widget to a Power Apps Portal. First, go ahead…
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Showing Agents Unread Messages in Omnichannel
In this post, we will look at how we can configure in Omnichannel for Customer Service the ability to show unread messages…
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