2

Add a snipping tool to the chat widget

Agents and customers can only (if enabled) attach documents to a chat.

Please add the possibility to paste a screenshot into the chat widget.

If you are not sure how to do this, you can ask the Teams team over lunch at Microsoft HQ next time you see them. They know how to allow im...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
2

Notification only appear when customer writes in the chat

I need to limit the notifications. I just want to receive a notification for a chat only when the customer is typing / starts typing. If the customer only opens the chat, I don't want to receive any notification.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
2

Predictable and documented public IP range for OmniChannel

Customers may need to whitelist traffic for firewalls and proxies. The URLs for omnichannel are published in the docs, but there is no reference to possible IP ranges.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
2

Customers can switch between channels for the same conversation

I suggest to give to customers the ability to start a conversation with a channel (e. g. Live chat) and switch in case of needs to another channel (Facebook, Twitter, Teams, voice call,...) bringing on the same session and the same conversation context, this will give customers more flexibility, ...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
2

Pre-Chat Survey Questions - Countdown for how many characters left

Currently Pre-Chat Survey Question has character limit of 100 for single-line and 250 for multi-line. It would be nice if we can display a countdown for how many characters left. Thanks.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
2

Agent context within onMessageReceived Event

MSChatBot - 1) Need to include the agent context such as Agent Name, Agent response within the onMessageReceived Event 2) More specific detail info about what type of event it( chat accepted, Message sent, chat ended, chat closed) should needs to be added to onMessageReceived Event .

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
2

Chat: Having the full conversation history like in WhatsApp or SMS

Ability to have the full conversation history in the customer side for the chat channel (as in WhatsApp or SMS)

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Completed
Ideas Administrator

This capability is currently in preview as persistent chat! Please find out more here:

Persistent chat | Microsoft Docs

Persistent messaging for chat - Dynamics 365 Release Plan | Microsoft Docs

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 ...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
1

Custom app possibilities for Omnichannel for Customer Service

Going through the classic create new app and using Omnichannel for customer service as existing solution does not work. It fails to incorporate channel integration and hence the mulitsession experience, presence, application tabs and all other features are missing.


The impact...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Ongoing Conversation Dashboard

The ongoing conversation dashboard need more information. For example, how long has it been since the customer sent the last message. Currently, the dashboard only shows when the conversation was created.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New