Add channel info to Outbound Message on timeline
When an outbound message is shown in the timeline of a record, it would be useful to see what channel that outbound message was sent via. When communication with the customer it's helpful to tell them they should have received a SMS with their case number for example.
the error message appear when customer using unmatching languages
there are two different users. One is the logged in user, and another one is the service account which runs the process. So there will be unmatching languages, customer want an error message appears when this scenario occurs
BAN customer from Omnichannel panel
As a call center user want to ban customer because they have bad behavior. So I need a button on communication panel in order to ban customers' IP address (guest or logged in)
Filter on language locale for Quick Replies
The Quick Reply section holds a huge variety of language/data samples that can be sorted on e.g. language locale, but not filtered. If I work with EN or with EN + FR, I'd want to be able to filter on just the languages needed when I edit and/or create new Quick Replies.
The p...
WhatsApp location messages in the Omnichannel
Dear Microsoft Team,
I would like to propose the development of a feature to display the location of the sender of a WhatsApp message to the Omnichannel.
This feature will improve the efficiency of our service centers, which serve more then 8,000 residents, by allowing us to obtain...
WhatsApp 1st-party automatic template creation on Meta WhatsApp Manager
Hello,
If you use today WhatsApp 1st-party integration between Dynamics 365 and WhatsApp (via Azure Communication Services) you need to go to Meta WhatsApp Manager to create the templates and send for approval. Then, once approved by Meta, you'll need to go to your Dynamics 36...
Omnichannel for customer service projection record entry
Future featuring the option to easily maintain omnichannel for customer service projection record entry on an specific item, might be helpful. (e.g. potential issue, potential solution, potential future location, etc....) Not having the option to set projection record entry, the user may potenti...