Category: Omnichannel / Customer Service workspace

In this post, we will look at how supervisors can assign and transfer chats to agents in Omnichannel. Let’s look at our setup. We have 4 users in Dynamics 365 with the following roles: System Administrator, which has the Omnichannel administrator role assigned Alan Steiner, who has the Omnichannel supervisor role Alicia Thomber, who has the Omnichannel agent role Spencer Low, who has the Omnichannel agent role Now, a customer initiates … Continue reading Omnichannel Supervisor Assigning and Transferring Chats to Agents

In this post, we will look at how to enable personal quick replies for Omnichannel agents. Out of the box, personal quick replies are not enabled for agents. To enable Personal Quick Replies, go to the Omnichannel Administration app and go to Personal Quick Replies. Set “Allow agents to create personal quick replies” to “Yes”: Now, the trick to access this as an agent in the Omnichannel for Customer Service … Continue reading How Agents Can Create Personal Quick Replies in Omnichannel

In this post, we will look at how to set up Omnichannel Proactive Chat in order to engage with your customers. Firstly, what are proactive chats? Let’s take a step back. In Omnichannel, we can add chats to a webpage, which look like below: When a customer needs to chat, they will click on the chat icon, which then launches the full chat widget: This is great, except in times … Continue reading Use Omnichannel Proactive Chat to Engage with Your Customers

Passing custom context variables to an Omnichannel chat can be useful when you want to supply Omnichannel agents with customer data or other types of useful information. In this post, we will look at how to do this with Omnichannel JavaScript SDK methods. Scenario 1 – Chat with No Custom Context In the first scenario, let’s look at a simple Omnichannel chat that is configured in the Omnichannel Administration app. … Continue reading Passing Custom Context to an Omnichannel Chat

In this post, we will look at how to get the Omnichannel Conversation Id and Session Id context variables in an incoming chat. This is useful if you want to tie the conversation to a custom entity or use it in an integration. Let’s go through an example of how to do this. We will create a new session template in the Omnichannel Administrator app, which will load in an … Continue reading Getting Conversation Id and Session Id Context in Omnichannel Chat

In this post, we will look at how to use the App Profile Manager to remove the Productivity Pane from Microsoft Omnichannel. The productivity pane is the pane that appears on the right side for agents in an Omnichannel call, and includes the Call Script, Knowledge Search, and Smart Assist. To turn it on or off, go to the App Profile Manager. You can do this by going to https://make.powerapps.com … Continue reading Using App Profile Manager to Toggle Productivity Pane in Omnichannel

In this post, we will look at a useful feature of being able to view chat history in an ongoing Omnichannel chat. Let’s say a caller initiates a chat and is identified: On the right side of the page, we have a list of activities for this contact, and we can see several conversations: We can also filter the activity type to be Conversation: Then select Open Record: And we … Continue reading Viewing Chat History with a Customer in Microsoft Omnichannel

In this post, we will look at how to upgrade Omnichannel to the latest version. First, go to the Power Platform admin center at https://admin.powerplatform.microsoft.com/ and click on Dynamics 365 Apps, then Omnichannel for Customer Service, then Manage: This will take you over to the Dynamics 365 Administration Center with the Omnichannel environments. If an upgrade is available you will see it, then click on the arrow: Click on the Upgrade button: … Continue reading Upgrading Omnichannel to the Latest Version

In this post, we will look at how to use OData queries in Omnichannel to surface data to an agent. Let’s look at some scenarios. First, in a previous post we looked at how to pass parameters from a pre-conversation survey to the Omnichannel agent’s desktop. We prompted the user to enter their case number and favorite color: The user then enters these answers into their chat: And we can … Continue reading Using OData Queries in Omnichannel Configuration to Surface Data

In Omnichannel, we may find a need to receive user input and use that input to perform various automated actions to help agents. In this post, we will look at how to pass user input values from an Omnichannel chat as session variables to a Dynamics 365 / Power Apps web resource that an agent can access. First, let’s consider a scenario where an organization requires a their customers to … Continue reading Passing Session Context Variables from Chat to Web Resources in Omnichannel