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

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Category: Omnichannel for Customer Service (58)

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 (58)

STATUS DETAILS
Planned
Ideas Administrator
Thank you for the feedback!

This capability is current in preview. You can learn more here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-automated-message
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

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Category: Omnichannel for Customer Service (58)

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.

4

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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1 Comments

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Needs Votes
3

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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0 Comments

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Needs Votes
3

Spell checker and real-time translations of chats

As agents create chat messages a spell checker is essential. (My customer's were surprised it wasn't a must have standard feature now.) Agents also need the ability to complete real-time translations of messages.

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0 Comments

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Needs Votes
3

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 (58)

STATUS DETAILS
Needs Votes
3

Image, audio and video support in Whatsapp channel

Currently the Omnichannel Whatsapp channel supports only text messages. If you try to send images, audio or video the Omnichannel application return an error. Expectations of customer service via social channels such as WhatsApp are rising and customers needs to communicate using rich multimedia ...

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0 Comments

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Planned
Ideas Administrator
Thank you for the feedback!

This capability is currently in preview, including file attachment support across a number of channels. You can read more here:

https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/enable-file-attachments
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/asynchronous-channels
3

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

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Needs Votes
2

Ability to search from Omni-Channel Agent Dashboard

There is no way to search within the open work items stream on the Omni-Channel Agent Dashboard. The filtering options don't actually do anything currently. The customer field is blank on all our ongoing conversation records so there is no actual way to search for a specific case/customer in that...

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0 Comments

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Category: Omnichannel for Customer Service (58)

STATUS DETAILS
Needs Votes