Phone as Channel
having Phone as a channel is a must. because for all companies today phone is the biggest and most important channel
Chat WIdget: please support custom Theme Color
Please support custom "Theme color" for the Chat Widget. The Chat Widget support OOTB a couple of colors. The enity form suggest that is is possible to add a customer color to it. But it is not supported, Microsoft Support told me in a ticket (119112922001487) We need custom Theme color for emb...
Omni-Channel for Customer Service: Post-chat Survey
We would really like to see post-chat survey feature being made available as soon as possible to allow migration away from CafeX LiveAssist.
Chat for customer service as a new channel
My sugestion is to add a chat feature, to be configured and customized in CRM, and have a window where the crm users can take the incommng chats as a cases
Availability to modify the automatic messages in the chat / facebook messenger widget
My customer would like to modify the automatic messages in the chat widget or in the facebook messenger widget, like: “An agent will be with you in a moment." “Agent has joined the conversation."
Allow Customer Service Pro Licensing to purchase Omnichannel
I propose omnichannel digital channels to be available for purchase as add on for customer service professional. Omnichannel is very common in 2020 and some clients are looking elsewhere for solutions as they have to upgrade to enterprise in order to purchase the add-on making it ridiculous high ...
Chat functionality available in other apps (not standalone)
It would be great for the Chat functionality to be available in other apps (Customer Service Hub for example) rather than having to currently rely on the user being logged into the Omnichannel for Customer Service app.
Enable link between agent availability and Microsoft Teams presence
The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...
Make Omni-Channel Customer Service available through UK CSP
Make Chat for Dynamics 365 available to (UK) CSP We've just been told by our UK CSP that Chat for Dynamics 365 is not available, thereby denying us the ability to use this product. Why is this the case? We had hoped to move across to this product, but our strategy has now hit a roadblock.
Omnichanel customer service virtual agent chat bot option to allow receipt upload of file
Future featuring the option to easily allow a virtual agent from a chat bot the option to receive and visualize with antivirus security an upload file image maybe helpful. Not having a command to allow within a chat from a virtual agent conversation the option to upload a file image, user may no...
Administrator
Thank you for your feedback.
This is a great suggestion! We are releasing Chat in Dynamics 365 Customer service as part of October 2019 wave.
Sincerely,
PM,
Microsoft.