Posts

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. In this post, we will look at how to configure this in Dynamics 365 Omnichannel. First, let’s look at the default setting for Omnichannel. In my chat setting, I have the Full Name being displayed: When a customer starts a chat, we see here as I am the … Continue reading Configuring Nicknames for Agents in Omnichannel Chat

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 and create a new Power Apps portal in the Power Apps maker: Next, give the portal a name and click Create: Once it’s done, let’s head back to the Omnichannel side. In the Omnichannel admin app, we will create a new Authentication Settings record: Copy the URL of your … Continue reading Omnichannel Chat on a Power Apps Portal

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 for Omnichannel Agents. This is very useful if the agent is chatting with multiple customers at the same time, and is tabbing between chats. The number of unread messages will display on the tab, so the agent knows to tab into it. To enable this, go to the … Continue reading Showing Agents Unread Messages in Omnichannel

Supervisor Monitoring of Negative Conversations in Omnichannel

In this post, we will look at how supervisors can monitor conversations in Omnichannel and stay on top of negative customer sentiment. First, let’s look at the configuration. To allow supervisors to monitor conversations, go to Ongoing Conversations in the Omnichannel Admin app, and set the Supervisor Monitor. Note the other options as well to Assign and Transfer: Now, our agent Alan is having a negative conversation with a customer … Continue reading Supervisor Monitoring of Negative Conversations in Omnichannel

Get Omnichannel Conversation Id and Custom Context through JavaScript

There may be scenarios where you need the custom context from a chat accessible in JavaScript when an Omnichannel conversation loads. In this post, we will look at how to get the Omnichannel conversation id in JavaScript, and how to get custom context variables as well. First, let’s set up a couple of questions in our pre-chat survey so we can send through custom context. Go to the chat and … Continue reading Get Omnichannel Conversation Id and Custom Context through JavaScript

7 Reasons Virtual Tables Aren’t Working in the Power Platform

In a previous post, I showed an example of how to set up Virtual Tables in the Microsoft Power Platform. In this post, I will look at potential issues you can run into using Virtual Tables with the OData provider, and how to resolve them. Let’s take a look. 1. Fields are Not Mapped Properly When you try to retrieve your virtual table data, you get the error “Entity could not … Continue reading 7 Reasons Virtual Tables Aren’t Working in the Power Platform

Connecting an OData Azure App Service to Virtual Tables in the Power Platform

In this post, we will look at how to use Virtual Tables in the Power Platform and Dynamics 365. Virtual Tables were previous called Virtual Entities before Microsoft’s renaming of entities to tables. Virtual tables are a powerful way to integrate 3rd party systems with Microsoft Dataverse. These types of tables are what you would imagine, tables that are “virtual”, i.e. not so much physical, so the data stored in … Continue reading Connecting an OData Azure App Service to Virtual Tables in the Power Platform

Create a Simple Sample OData V4 Service with Data in Azure

In this post, we will customize an Microsoft Docs sample to create an OData version 4 service with data and publish it to a new App Service in Azure. This is useful if you want to test OData integrations such as virtual tables in the Microsoft Power Platform, which we will do in the next post. Note this sample won’t support a lot of OData features, it is more intended to … Continue reading Create a Simple Sample OData V4 Service with Data in Azure

How to Easily Install Updates to XrmToolbox Tools

In this post, we will look at how to easily install multiple XrmToolbox tools at once. We will also look at how XrmToolbox color codes each line in the tools library. When you log into XrmToolbox, you may see the message “Updates are available for your tools”: On the right, you will see the link to Open Tool Library. Selecting this opens the tool library like below, however it displays … Continue reading How to Easily Install Updates to XrmToolbox Tools

Omnichannel Supervisor Assigning and Transferring Chats to Agents

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