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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

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

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