42

Instagram as channel

Please enable instagram as a new channel , so that direct messages on instagram can be answered through omnichannel for service app in Dynamics 365.

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7 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Needs Votes
25

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.

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1 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
25

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

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3 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Under Review
Ideas Administrator
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!
21

Validation on pre-chat survey questions

Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!)

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Needs Votes
5

Working with Custom Automated Messages

In recent changes with Workstream, the “Fallback Queue” is mandatory. The system allows to set up of Live agent working hours as part of the messaging queue. Still, as the fallback queue is compulsory, the chat escalation gets transferred to the fallback queue, and the automated message for “O...

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
2

make the assignment of Omnichannel roles via team privilege

Baosed on this doucment, currenlty, customer must assign the roles of Omnichannel to users d...

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
2

Set chat widget visibility hours for persistent chat.

I would like to be able to set the hours that a widget is displayed inline with business opening hours for persistent chat.


This would allow me to include the widget during core hours and remove it over a weekend for example instead of 24 hours a day.


Ideally...

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
1

Notification to agent when user reply to a message

As the customer service teams are more dynamic and every agent works with multi platforms at the same time, Dynamics 365 Omnichannel Customer Service could have an option for the agents to be notified when the user replies on the chatbot.


There are many cases where an agent ha...

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
1

Multiple Choice Options Stack

Change the css on PVA to show the multiple choice options stack on top of each other instead of showing on horizontal way.


This change will also work on Dynamics 365 Customer Service if applied at the source of the engine.


The only css that needs to be changed...

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
1

app for record call into dynamics

I am using dynamics 365 but no app in the mobile phone, I wanted to understand if there was any mobile app that could record the calls made by it on dynamics

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0 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New