Phone as Channel
having Phone as a channel is a must. because for all companies today phone is the biggest and most important channel
Incoming calls different layout
Hello,
our customer service would like to suggest the possibility to modify the inbound call pop-up layout in case of callback.
Specifically, as of now, the callback pop-up is identical to a normal inbound call. To distinguish this case, we would like to suggest the modification to...
A "Callback" specific notification is already available and applied as a template in this scenario.
Administrator
Feature released in GA. Link to public documentation is available here - Voice channel in Omnichannel for Customer Service | Microsoft Learn