8

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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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
8

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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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
6

Dynamic Pre-chat survey with more than 5 questions

Currently one of our partners using functionality of dynamic pre-chat survey, which will change based on customer's questions. Existing functionality of omnichannel doesn't allow to do so, and we need to build custom pre-chat survey page which is not fully integrated with the chat. Having this wi...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
6

Support for Zalo channel

In Vietnam, Zalo messaging channel has a lot of users, maybe more than facebook users. Please support Zalo channel in Omnichannel. This is a "must have" channel when doing marketing or customer service in Vietnam. Regards, Binh.

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3 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
6

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 (137)

STATUS DETAILS
Needs Votes
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 (137)

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
5

Change width of the Omnichannel Chat Widget on the Website

We would like to be able to change the width of the chat widget (minimized). When we use the 'Offline Chat Widget' toggling the setting 'Show widget during offline hours' to 'Yes' the default text that should be shown in the widget is not showing properly. The text should say 'We're Offline' b...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
5

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 (137)

STATUS DETAILS
Needs Votes
5

Action in Macro to send messages

In marcos (and therefore agent scripts) I would like to be able to add actions that send messages to customers. (On whatever channel is being used.) This would save the agents having to type messages. Just one example would be ... after a case is created for the macro to send a message saying "...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
5

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 (137)

STATUS DETAILS
Needs Votes