Use Omnichannel Proactive Chat to Engage with Your Customers

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 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 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

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 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

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. 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

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. 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

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 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

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 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

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 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

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 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 … Continue reading Identifying Customers and Cases with Pre-Conversation in Omnichannel

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 customize Omnichannel chats, including color, logo, message, and operating hours. Let’s look at each of these. To customize a chat widget, go to your chat widget configuration in the Omnichannel Administrator app: And select the Design tab: Let’s look at each of the options available. Theme Color We … Continue reading Customizing Color Theme and Operating Hours of Chats in Omnichannel