9

Chat Widget Designer for Omnichannel

A Chat Widget Designer for the Chat Widget which has to be put on the Webpage where you can change the layout, design and predefined text like 'Please answer the questions below' would be very usefull. A preview feature would also make sense in this case so you can see the effect of the changes...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
6

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...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
3

Ability to restrict Supervisor's access to specific queues

Due to security roles, we have to restrict access of users from one country to have an access to the conversations with users from other countries. Currently, supervisor can access all queues configured per countries and can access all conversations

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
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)

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Completed
26

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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4 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
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...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Completed
2

Predictable and documented public IP range for OmniChannel

Customers may need to whitelist traffic for firewalls and proxies. The URLs for omnichannel are published in the docs, but there is no reference to possible IP ranges.

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
22

Enable user to customize Omnichannel Security Roles

"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable u...

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1 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
1

Add Dashboard or a notification for Omnichannel Administrators in case of chat is abandoned or rejected by agent.

Adding a dashboard on omnichannel administration app or a notification in Microsoft teams to all the omnichannel administrators for the abandoned/rejected chat kind of summary. This notification may contain details like which agent rejected the chat and when. Chat can be considered as abandoned ...

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0 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Needs Votes
14

Omnichannel Self Service client visited page while the chat is active.

Currently the Self Service function collects the client context on the visited pages only on chat initialization. In some case like, like web retail representative customer assistance scenario, it would be profitable that all visited pages are recorded and displayed to the agent while chatting w...

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1 Comments

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
Under Review