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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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for the feedback!

Our WhatsApp channel now supports file attachments, including images, audio, and video files. This support was added along with attachment support for other 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

Please note: the WhatsApp channel is still in preview, but we are planning to move to general availability in a release soon!
2

Be able to configure the chat pre-survey to appear only if there are no agents available

Currently, you can only configure whether or not the chat pre-survey appears. My client needs that only appear when there are no agents available so as not to lose contacts.

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Category: Omnichannel for Customer Service (64)

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 (64)

STATUS DETAILS
Needs Votes
2

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 ...

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0 Comments

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes
2

Omnichanel for customer service access to library pictures

It maybe nice to future feature the option to easily access to library picture image files, not having the option to easily access to library picture image, the user might be potentially limited to text descriptions.

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1 Comments

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes
2

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.

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes
1

Bring our own channel without using Direct Line

Following this document https://docs.microsoft.com/en-us/dynamics365/omnichannel/developer/how-to/bring-your-own-channel, we must integrate with Direct Line to bring our own channel into omnichannel. With a platform with hundred thousands or millions of messages, this is a costly solution. Pleas...

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0 Comments

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
New
1

Please allow skill-based routing for PVA agent transfer with Omnichannel

It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
New
1

Please allow switching of the instance for Omnichannel that is used by Agent transfer

Currently the agent transfer process will only allow us to link only once to an instance of Dynamics 365 with Omnichannel. The workaround to get it up again is to redeploy the bot, which is time-consuming. Would be great to be able to switch the instance (in case we make mistake in configuring, o...

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0 Comments

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
New
1

Pick from pick workstreams over my Capacity

I'd like a setting that makes it possible to pick from a pick workstream even though my capacity is reached. There could be several situations where I for some reason have some time over and can do a quick case/other conversation type but for now the system blocks me and tells me that my capaci...

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0 Comments

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Category: Omnichannel for Customer Service (64)

STATUS DETAILS
Needs Votes