1

Omnichannel Chat widget on IE

When a customer access chat widget through Internet Explorer, they are getting a generic message 'Unable to Connect'. We understand that internet explorer is not supported for the omnichannel chat but it would be helpful if we can provide a message to the customer, that IE is not supported.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
3

Include Title in Quick Replies list

Include Title in Quick Replies list. Problem: when opening the quick replies list it is difficult for the agent to determine the correct item to select by only seeing all the text. Solution: please include the Title at the top of each record on the quick replies list (and make give it some shad...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
9

Not allow chats until an agent has accepted.

Not allow chats until an agent has accepted. Problem: by allowing the customer to start typing a message immediately it gives the impression that an agent will attend to them shortly, which is not always the case - sometimes there might not even be an agent available (e.g. off sick). Creates wro...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
12

Unread messages pop-up windows notifications when Omnichannel not in focus

Unread messages pop-up windows notifications when Omnichannel not in focus. Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios: 1. agent minimises the Omnichannel browser to work on something else, 2. agent have another application on to...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
10

Map fields from Anchor tab to new records / new tabs

Map fields from Anchor tab to new records / new tabs. Problem: when you create a new record (e.g. lead) from chat then none of the fields are pre-populated and the user needs to copy field values / manually complete all the fields. Recommended solution: this should work the same way as mapped r...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Agent Dashboard - Open work items - Open record to view or even better ability to add actions

Hi Omnichannel team, Currently, the only action users can do on an open work item in the Agent Dashboard (Open work items list) is to Assign To Me. Multiple users have mentioned that they would like to first Open the record to see if they can work on it or not. It would be good if users can Op...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
3

Amend Omnichannel documentation to warn about downtime

Hello, Please amend the documentation to warn that during an initial Omnichannel setup that the D365 instance might go offline for about 20 minutes. Thanks,

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
5

Change width of the Omnichannel Chat Widget on the Website

We would like to be able to change the width of the chat widget (minimized). When we use the 'Offline Chat Widget' toggling the setting 'Show widget during offline hours' to 'Yes' the default text that should be shown in the widget is not showing properly. The text should say 'We're Offline' b...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Ability for the customer to view all the history of conversations

Currently in persistent chat the conversations gets closed automatically after inactivity of max 28 days. I have two customers in retail banking that are looking to provide to their end customers the capability to view all history of conversations.

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
3

Send 'are you there' notification in chat

If a customer doesn't reply after x amount of time send him an automated message like 'Are you still there, we haven't heard from you for some time'.

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New