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)

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Category: Omnichannel for Customer Service (145)

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 ...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
Needs Votes
1

Track agent script usage

Need a way to track the usage of agent script:

1) Need information including: country, supervisor, agent, week, day, time, usage number,

2) Assign agent script with more than one language (currently can only assign one language to the agent)




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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Save Facebook chat History

When using Facebook as a channel we encounter problems with the customer being able to see chat history, but the agents are not. Often the customer gives slow answers on Facebook and due to that inactivity agents will close that chat. After a few hours the cu...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Close the chat widget if you do not need it!

We are using the chat widget embedded in our company website and Mobile application. The problem is that the chat widget (when minimized) is over some other funcionality of our webpage. So a customer cannot click on some icons because there is this chat widget all the time. There is no way to ...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Add Manager column on Conversation Form

It will be great if managers could see in real-time if a customer asks for manager during a conversation with an agent. This column will be displayed at Ongoing Omnichannel Conversations Dashboard and will be named Request for Manager (boolean type) or s...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
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...

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Category: Omnichannel for Customer Service (145)

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.

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

APIs to Conversation

Would be so usefull if we had APIs to manipulate conversations. For example: Transfer a Conversation to another queue or agent, end conversation, assign conversation to someone or change the status conversation. So, we can customize automations by flow

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Alert to save changes on a session only when saving is needed

When the user wants to close a session, he receives an alert saying that all the changes that are not saved will be lost, even when there is no saving needed as the user did not add/change any information or when he had already saved everything. It would be better if this alert was removed whe...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New