3

Amend Omnichannel documentation to warn about downtime

Hello, Please amend the documentation to warn that during an initial Omnichannel setup that the D365 instance might go offline for about 20 minutes. Thanks,

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

Send 'are you there' notification in chat

If a customer doesn't reply after x amount of time send him an automated message like 'Are you still there, we haven't heard from you for some time'.

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

Customizing omnichannel chat widget (onload)

Trigger: When clicking on the chat widget on a website Problem: The chat loads a few seconds. While doing so, a white circle and the text "Welcome to support for instant chat" appears. Idea: It should be possible to customize the background color of the circle. E.g. when a white chat icon logo...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

Ability to restrict Supervisor's access to specific queues

Due to security roles, we have to restrict access of users from one country to have an access to the conversations with users from other countries. Currently, supervisor can access all queues configured per countries and can access all conversations

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
3

Chat Transcripts Access

We would love for there to be a way to surface the chat transcript in an advanced find for analysis and easy access instead of needed to navigate to each conversation form to read what happened in it.

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
3

Reroute chat after certain time limit if none of the users are available in specific queue

There are many queues based on team to perform certain action. When chat comes in for a specific prechat topic and all users inside that queue are busy or off, user has to wait. can we have some time limit after 5min or 10min the chat can reroute to General queue or something. This way chat initi...

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Category: Omnichannel for Customer Service (137)

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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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for the feedback!

Regarding spell checker capabilities, this is available out of box in all the modern browsers we support. The browser itself will help the user spell check / correct mistyped messages.

Regarding translation of chats, this is a capability we released in Wave 2 2020. You can read more about this here: 
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/enable-real-time-translation
 
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 (137)

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!
3

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 (137)

STATUS DETAILS
Needs Votes
2

Omnichannel Agent can not recognize the different contact by phone number

When Omnichanel agent receives a request from a client, if the client has the same phone number which already exists in the CRM system, the contact will be matched the existing client which is not exactly the new client, especially the client from different countries.


Customer...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New