Ability to change the chat widget's background
We would like to be able to change the colors of different elements from the chat widget, most importantly the background.
Customize proactive chat popup text
When the proactive chat shows, the top half of the popup says "Welcome to Live chat support!". I would like to be able to customize that text.
This functionality is now available on our upgraded Live Chat Widget. Please check the following documentation links for further details:
Docs: Develop a custom live chat widget | Microsoft Learn
Jessica Li
Product Manager
Ability to link conversations to leads
Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution. Thanks
Thank you for your feedback. We now support the ability to link conversations with Leads or any other Activity enabled entity/table. Please refer to the following documentation and other material for more details -
Docs: Customizations supported by the Conversation table and form | Microsoft Learn
Video: Customize the Conversation table in Dynamics 365 Customer Service - YouTube
Blog: Customize the conversation table for your business needs - Microsoft Dynamics 365 Blog
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)
Thanks for your feedback.
This is a very valid suggestion and we are evaluating for future roadmap based on more customer feedback.
Remove json from the transcript downloaded by the customer
Today, when a customer is presented with options in omnichannel chat widget, using bot framework, the options are shown in proper format. But when the customer downloads the transcript of the conversation, the customer gets json in place of options in the downloaded transcript. This makes the ...
Note: This is specific for direct download transcripts and not emailed transcripts from the live chat widget.
Sound notification for incoming chat requests
We would really like to be able to add a sound to an incoming chat request. Now the notification is a visual one, where you have keep looking at the screen. If you minimize the window with Omnichannel browser you will miss the incoming chat request. This makes multitasking as an agent impossible.
The mentioned customer problem is solved by the "Enable sound notifications for conversations" feature mentioned in this document
Enable sound notifications for conversations in Omnichannel for Customer Service | Microsoft Learn
Sincerely,
PM, Microsoft.
Omni-Channel for Customer Service: Post-chat Survey
We would really like to see post-chat survey feature being made available as soon as possible to allow migration away from CafeX LiveAssist.
Post Conversation surveys are supported natively as a part of Omnichannel.
Configure post-conversation survey | Microsoft Learn
Thanks for your interest in this feature!
Jonathon Nelson
PM, Microsoft
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.
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
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...
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
Dynamic Pre-chat survey with more than 5 questions
Currently one of our partners using functionality of dynamic pre-chat survey, which will change based on customer's questions. Existing functionality of omnichannel doesn't allow to do so, and we need to build custom pre-chat survey page which is not fully integrated with the chat. Having this wi...
The solution was found and acquired by the customer. Closing this feedback.
Jessica Li
Product Manager
Administrator
We just released a new version of our live chat widget that has far more flexibility on customization. Please take a look!
Develop a custom live chat widget | Microsoft Learn
Jonathon Nelson
Product Manager, Microsoft