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 (137)

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

Omni Channel client cannot end conversation in teams con

When using the omnichannel with teams channel, the client can not end the conversation, customer wants to know how the can client end conversation.  The customer's company has the policy that the Omichannel agent should respond the client ASAP. But they also has the policy that the agent shoul...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
4

Add more slugs to quick reply functionality

It would be nice to be able to consume context variables, and other table fields when speaking with a customer over text-based channels. We link to accounts, but have a context variable to see what contact we are speaking with. Unfortunately this means the agent can't use the {FullName{Customer}}...

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1 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
4

Colour-Customization (when using data-suggested-action-layout)

The Omnichannel Chat-Widget can now display suggested actions (buttons) vertically when using the tag "data-suggested-action-layout"; however this option seemingly overrides the colour defined with the tag "data-color-override" - the (now vertical) buttons remain blue. We would like the suggeste...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Completed
Ideas Administrator

This issue has been fixed with the latest update for Omnichannel. Released Versions of Dynamics 365 Omnichannel - Release Notes | Microsoft Docs

4

Secondary Agent Prioritization Rule

For context, we know there is, what I'm calling, the primary agent prioritization rule that tells the system, "Give this chat to whichever available agent has the most open capacity". But what about when there are not many people chatting in? Everyone will have the same capacity and that primary ...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
4

Wait time to show to agents in notifications

When the push notification is given to the agent we’d like to show the agent how long the customer has been waiting in the notification. Wait time currently isn't available as a slug and can't be added to the notifications.

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
4

Omnichanel customer service virtual agent chat bot option to allow receipt upload of file

Future featuring the option to easily allow a virtual agent from a chat bot the option to receive and visualize with antivirus security an upload file image maybe helpful. Not having a command to allow within a chat from a virtual agent conversation the option to upload a file image, user may no...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
3

Agent Can Back to the Conversation and Send Message to Customer

Currently after the end the conversation between agent and client, the agent can not back to the conversation and send the message to the customer again, this feature requests the scenario that if the agent found some useful information later and want to send them back to the previous conversa...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

option to download chat transcript

can we have option to download chat transcript in pdf or text format as currently there is only option for html.

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

Include Title in Quick Replies list

Include Title in Quick Replies list. Problem: when opening the quick replies list it is difficult for the agent to determine the correct item to select by only seeing all the text. Solution: please include the Title at the top of each record on the quick replies list (and make give it some shad...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New