16

Show Omnichannel Widget on Portal only if there is an active agent

At the moment it seems that the widget is available all the time unless you set your working hours. Would only want the chat widget to be shown when there is an online agent available (logged into the omnichannel customer service app)

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This is a very valid suggestion and we are evaluating for future roadmap based on more customer feedback. 

9

Release agent capacity during wrap-up time

It would be useful have the possibility to setup up if the agent capacity has to be released or not, when a conversation comes into a wrap-up status, also if the agent doesn't "close" the conversation.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your valuable feedback. We have implemented this feature now. Find more information here.

Stay informed of the latest updates for Omnichannel for Customer Service by visiting our Release Notes page.

Regards,
Naman Agrawal
Program Manager

9

Chat WIdget: please support custom Theme Color

Please support custom "Theme color" for the Chat Widget. The Chat Widget support OOTB a couple of colors. The enity form suggest that is is possible to add a customer color to it. But it is not supported, Microsoft Support told me in a ticket (119112922001487) We need custom Theme color for emb...

Read more...

2 Comments

Read more... 2 Comments

Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for your feedback!

We've released a few new capabilities to customize the chat widget, including the ability to define any custom color and customizing the font family.

You can learn more about these options (and others) here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/developer/how-to/customize-chat-widget
6

Availability to modify the automatic messages in the chat / facebook messenger widget

My customer would like to modify the automatic messages in the chat widget or in the facebook messenger widget, like: “An agent will be with you in a moment." “Agent has joined the conversation."

Read more...

1 Comments

Read more... 1 Comments

Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Completed
Ideas Administrator
Thank you for the feedback!

This capability is now generally available with the Wave 2 2020 release.

You can learn more here: https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-automated-message
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

Read more...

1 Comments

Read more... 1 Comments

Category: Omnichannel for Customer Service (187)

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

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...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (187)

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

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.

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (187)

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 ...

Read more...

0 Comments

Read more... 0 Comments

Category: Omnichannel for Customer Service (187)

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!
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 (187)

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