Save chat Transcript
When using overflow condition to end chats when outside business hours, Dynamics is not saving the chat transcript with the message sent by the customer. In that case it's not possible to read the original inquire from the customer.
It would be great if the system save the message before...
Chat channel - add automated trigger close for inactivity
Hi all,
channels like whatsapp allow you to close automatically the chat conversation after an amount of time. When the conversation is automatically close, there is no way to inform the customer. We ask to add new trigger message to inform the customer that the chat is closed
WhatsApp - Increase image format compatibility
Hi all,
since the evolution of the image format, whatsapp chat do not allow send/receive newly created image format while chatting with customer. One example is the .webp image format.
WhatsApp itself manage this image format, but dynamics do not manage it.
We ask to add this...
WhatsApp chat does not support indication on replayed message
In WhatsApp chat when customer make a reply on a message the agents can’t see the specific message.
It causes the agents to make mistakes whenever the agents need to make an appointment for doctors and clinics in different locations.
We had one case that a contact asked...
Make calls from the whatsapp channel in Omnichannel Dynamics 365
Hello,
The whatsapp channel should present the option to make calls to the customer or send voice messages. Currently it only allows you to send messages.
Thank you so much.
Add attachments to Quick Replies
As a WhatsApp agent I would like to use a quick reply with an attachment.
This would help us to answer questions in a more efficiënt way.
Quick reply searchterm in title, text and keywords
As an agent I would like to find a correct quick reply by using a searchterm which searches for a hit in title, text or keyword.
If the searchterm is currently not in the title or text or filled with a #prefix it will not be found :(
Copy knowledge item content in a WhatsApp conversation
Dynamics has a WhatsApp integration. And Dynamics has a Knowledgebase.
The documentation used to contain the steps for this via Agent Scripts & Macro's but it has never worked for us.
When we copy+paste the text manually as hyperlink with an altered visual text will become plain te...
Show WhatsApp ProfileName
When receiving a WhatsApp message we wish to have a personal approach. The WhatsApp Profile name often contains the First Name of the person reaching out to us.
Therefor we would like this WhatsApp Profile Name to be shown next to the phonenumber on the communication panel.
When we...
Real Time Transcript
We need the ability for a transcript to be generated while a conversation is still open or in waiting status. Currently, the transcript is not generated until a conversation is closed. Since a social media conversation can be open for days or even weeks, this means the transcript could not be ...