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.
Inform customer about agent's unavailability after a threshold waiting time
If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment. In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer tha...
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...
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.
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!
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.
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...
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
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...
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".
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!
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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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!