18

Customize proactive chat popup text

When the proactive chat shows, the top half of the popup says "Welcome to Live chat support!". I would like to be able to customize that text.

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11 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Needs Votes
14

Omnichannel Self Service client visited page while the chat is active.

Currently the Self Service function collects the client context on the visited pages only on chat initialization. In some case like, like web retail representative customer assistance scenario, it would be profitable that all visited pages are recorded and displayed to the agent while chatting w...

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1 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
New
11

Ability to link conversations to leads

Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution. Thanks

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2 Comments

Read more... 2 Comments

Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Under Review
Ideas Administrator
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!
9

Enable user to customize 'Conversation' entity

Enable user to customize 'Conversation' entity. There are a lot of business industry in real world, for example: automotive, banking, insurance, healthcare, etc. The problem is, on current environment, Conversation entity cannot be customized. And Agent need to check related information from sel...

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1 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Under Review
Ideas Administrator

This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!

9

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...

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2 Comments

Read more... 2 Comments

Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for your feedback!

We've released a few new capabilities to customize the chat widget, including the ability to define any custom color and customizing the font family.

You can learn more about these options (and others) here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/developer/how-to/customize-chat-widget
6

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."

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1 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for the feedback!

This capability is now generally available with the Wave 2 2020 release.

You can learn more here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-automated-message
6

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...

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0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Needs Votes
5

Add channel info to Outbound Message on timeline

When an outbound message is shown in the timeline of a record, it would be useful to see what channel that outbound message was sent via. When communication with the customer it's helpful to tell them they should have received a SMS with their case number for example.

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0 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Needs Votes
5

Notifications when trains are fully deployed to production environments

Customers have requested some kind of announcement/notification in their org that shows a train has been fully deployed and the fixes/features that were deployed for that particular train.

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1 Comments

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Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Needs Votes
5

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

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1 Comments

Read more... 1 Comments

Category: Omnichannel for Customer Service (82)

STATUS DETAILS
Completed
Ideas 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.