20

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 (100)

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!

19

Ability to change the chat widget's background

We would like to be able to change the colors of different elements from the chat widget, most importantly the background.

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0 Comments

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Category: Omnichannel for Customer Service (100)

STATUS DETAILS
New
15

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

Read more... 1 Comments

Category: Omnichannel for Customer Service (100)

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!

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

Read more... 1 Comments

Category: Omnichannel for Customer Service (100)

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!

14

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 (100)

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!
13

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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1 Comments

Read more... 1 Comments

Category: Omnichannel for Customer Service (100)

STATUS DETAILS
Needs Votes
12

Instagram as channel

Please enable instagram as a new channel , so that direct messages on instagram can be answered through omnichannel for service app in Dynamics 365.

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2 Comments

Read more... 2 Comments

Category: Omnichannel for Customer Service (100)

STATUS DETAILS
Needs Votes
11

Omnichannel Agent Dashboard - additional information on the conversation header

By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".

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0 Comments

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Category: Omnichannel for Customer Service (100)

STATUS DETAILS
Under Review
Ideas Administrator

The number of fields displayed in the Conversation header is fixed at 4. One option is to remove one of the existing fields from the Conversation header/ move it to the Details or Footer section and add Customer field. It's possible today to add Case Title as well but not Case number.

Our product management team is reviewing these suggestions. Please continue to add comments and discuss use cases on this thread to help us understand your needs!

10

Omnichannel Agent Dashboard - keep selected filtering options

By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be pos...

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0 Comments

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Category: Omnichannel for Customer Service (100)

STATUS DETAILS
Needs Votes
9

Enable user to customize Omnichannel Security Roles

"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable u...

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0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (100)

STATUS DETAILS
New