Omnichannel for customer service dynamic logo
Future featuring the option to assign a dynamic logo from the chat box, might be potentially visually nice to identify instead or in addition of a fixed logo.
Chat functionality available in other apps (not standalone)
It would be great for the Chat functionality to be available in other apps (Customer Service Hub for example) rather than having to currently rely on the user being logged into the Omnichannel for Customer Service app.
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."
Support for 32 bit Unified Service Desk
The solution to embed Omnichannel inside of USD is not supported by the 32 bit version of USD. Can this be fixed?
Make Business Central compatible with the application tabs in Omni Channel as of 17/12/2019 its not
The Omni Channel applications tabs requires that the application under the tab be "iFramable". I have tried it and as of 17/12/2019 you cannot add Business Central under an application tab. Clearly all the D365 suite of applications really ought to be able to work under an omni channel applicati...
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...
Enable link between agent availability and Microsoft Teams presence
The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...
Omni Channel needs the concept of Business Unit.
The concept of business unit is brought into sharp focus by the fact that Dual Write for Dynamics Finance and Operations (and I believe soon Business Central as well) brings the concept of multiple legal entities into the Customer Engagement applications using new entities which are similar (but ...
A device license for Chat for D365 is essential
A device license for the Chat for Dynamics 365 subscription is absolutly essential so that staff whose main role may not be customer facing CX can flexibly "fill in" to cover staff absence demand surge etc. Those doing this "fill in" work might only use the Chat for Dynamics very occasionally an...
Make Omni-Channel Customer Service available through UK CSP
Make Chat for Dynamics 365 available to (UK) CSP We've just been told by our UK CSP that Chat for Dynamics 365 is not available, thereby denying us the ability to use this product. Why is this the case? We had hoped to move across to this product, but our strategy has now hit a roadblock.