Conversations are being automatically closed by the user “# Contact Center Secondary” before they can be assigned to a human agent
When an Omnichannel conversation begins, a ConversationInitAPI call is generated. There is an issue when the init‑chat process was experiencing high latency, causing the bot transfer to trigger before init‑chat completes and conversation getting closed. . An improve...
Enhance Adaptive Card ChoiceSet rendering in D365 Contact Center to display user-friendly labels instead of backend values
We are using Adaptive Cards with ChoiceSet in a Copilot Studio chatbot integrated with Dynamics 365 Contact Center (Teams-hosted bot).
When a user selects an option and the chat is escalated to an agent, the agent conversation panel currently displays the response in a technical format s...
Enable customisation of design for adaptive cards in D365 channel config
In the colour + formatting settings within a live chat channel there should be the ability to set the colours and fonts of adaptive cards as this can only be done by creating a custom sdk widget. This would simplify the process of customising the live chat widget to fit brand and accessibility...
Enhanced formatting and visibility controls for automated messages in Live Chat
Custom automated messages in Dynamics 365 Live Chat currently lack support for text formatting (e.g. Markdown/HTML), limiting how content is presented to customers. This results in plain, less engaging messages and poor handling of elements like hyperlinks, which are shown as full raw URLs rat...
No Notification tab/badge when agent receives new messages on a minimized chat window
There is no tab, badge, or sound notification on the live chat when an agent receives new messages from a client, whether the chat window is full or minimized on the agent side. This conclusion is confirmed by PG team. We need the function to notifies the agent whenever a new message is receiv...
Enable Programmatic Control of WhatsApp Read Receipts (Blue Ticks) via Azure Communication Services in Dynamics 365 Contact Center
Problem Statement
Organizations integrating WhatsApp with Dynamics 365 Contact Center using Azure Communication Services (ACS) currently lack the ability to programmatically send read receipts (e.g., blue ticks) back to customers or control when these indicators are di...
Service- CS/TPS- Preview chat user text
In Deskpro today, agents can see/ preview what users are typing in chat before they hit send. This gives them an edge in terms of preparing to reply and assist the customer.
the desirability of a ‘read’ status on chat messages—this feature would indeed ...
Service - ASICS - Chat transfer not showing all agents
Due to out of the box product constraints, we cannot have chat transfer show all agents if the user is transferring to a different queue. The user will only be able to select the queue they want to transfer to, and the system will handle any assignment from there.
A solution i...
Add an Emoji Picker button to the “Send message” composer toolbar in Omnichannel
Summary
We would like to have a native emoji picker option available in the agent “Send message” composer toolbar (similar to Microsoft Teams or other messaging platforms). This would allow agents to insert emojis in a supported, consistent way during live conversations....
Allow MCS bot to send markdown content when the formatted messages feature is disabled.
When turning off this feature "Enabled formatted messages" in Omni, the MCS bot cannot send markdown content.
For example, it will send Hello instead of Hello (in bold)
As for a security concern from our users, they cannot enable it but it will be nice to hav...