Identifying Customers and Cases with Pre-Conversation in Omnichannel

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In this post, we will look at how to use Pre-Conversation Survey in Omnichannel to identify records in Dynamics 365. This functionality is particularly useful when you want to quickly access information regarding a customer in an incoming Omnichannel chat.

First, let’s create a pre-conversation survey. Go to the Omnichannel Administrator app:

And select your chat:

Go to the Surveys tab and click to turn the pre-conversation on:

Let’s add a new question:

Here we configure our question name, text, type and requirement level:

Note the question type options include single line, multiple lines, option set, user consent:

You can also set the mandatory field to ensure users enter data in the field:

We can make use of these question to identify customers and cases from a chat. Note you can also build in authentication if you don’t want to do it through the pre-conversation survey (or you could use both).

The questions you create can specifically map to Dynamics 365 functionality. From the Microsoft documentation, we see that if we create a question called Name, it will map to the Account (name) or Contact (fullname) fields. If we create a question called Email, it will map to the emailaddress1 field, and if we create a question called CaseNumber, it will map to the ticketnumber field of a case:

Let’s see how this works. In the simplest example, we will create a question called Name:

Your chat widget should now have one question:

Now in D365, we see I have an account called Adventure Works:

And a contact called Alex Wu:

Let’s see what happens in the pre-conversation survey. First, a user initiates a new chat. The first thing the user sees is a prompt for their name:

Let’s type Adventure Works and submit:

In Omnichannel, an agent receives the chat. They can now see the pre-chat survey and what was entered. However, Omnichannel has not been able to match this to an Account in D365 :

Let’s add the email and phone number questions to the pre-chat survey:

Note when making changes to Omnichannel configuration they can sometimes take up to 15 minutes to be reflected.

Now let’s enter Alex Wu’s information into an Omnichannel chat:

We can see in the incoming chat, Omnichannel has identified the name field and is using that for the toast message:

And it has automatically pulled up the record for Alex Wu:

Same with the Account:

Note if there is not a match, e.g. if the name is AW instead of Adventure Works:

Then we do not get a match:

Let’s see how identifying using cases looks like. Our pre-conversation question is now:

Below is a list of cases in D365. Let’s use, for example, CAS-01213-P8B3X0.

Now, opening the chat, we see:

Let’s add the case number and submit:

We can see the notification for the agent now contains the case title, here it is “Average order shipment time”:

And the case has been found:

This out of the box functionality is very useful when helping customers quickly using Omnichannel.

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ABOUT CARL DE SOUZA

Carl de Souza is a developer and architect focusing on Microsoft Dynamics 365, Power BI, Azure, and AI.

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2 Responses to Identifying Customers and Cases with Pre-Conversation in Omnichannel

  1. Hey Carl,
    Do we need to need to enable anything else for pre-survey to recognize the contact?
    I followed your steps with the three questions, but my enviroment doesn’t recognize the contact. All the information is correct (copied and pasted).

    Like to hear from you.
    Thanks in advance.
    Leander

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