Inform customer about agent's unavailability after a threshold waiting time
If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment. In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer tha...
Automatically open and populate "Quick Replies" tab in agent chat session
Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "...
URL shortening for Omnichannel post-converation survey
When you use the post-conversation survey in a channel, the url is very long and ugly.
Customer voice survey already let you create a short link.
It should be possible to use this short link in the conversation.
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!
Jonathon Nelson
Product Manager, Microsoft
Ability to change the chat widget's background
We would like to be able to change the colors of different elements from the chat widget, most importantly the background.
We just released a new version of our live chat widget that has far more flexibility on customization. Please take a look!
Develop a custom live chat widget | Microsoft Learn
Jonathon Nelson
Product Manager, Microsoft
Validation on pre-chat survey questions
Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!)
Thank you for the feedback on this idea. We are currently highly considering this as a part of future enhancements to the feature. Please continue to let us know examples you may use this in so we can make sure to account for them.
Jessica Li
Product Manager, Microsoft.
Customize proactive chat popup text
When the proactive chat shows, the top half of the popup says "Welcome to Live chat support!". I would like to be able to customize that text.
This functionality is now available on our upgraded Live Chat Widget. Please check the following documentation links for further details:
Docs: Develop a custom live chat widget | Microsoft Learn
Jessica Li
Product Manager
Ability to link conversations to leads
Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution. Thanks
Thank you for your feedback. We now support the ability to link conversations with Leads or any other Activity enabled entity/table. Please refer to the following documentation and other material for more details -
Docs: Customizations supported by the Conversation table and form | Microsoft Learn
Video: Customize the Conversation table in Dynamics 365 Customer Service - YouTube
Blog: Customize the conversation table for your business needs - Microsoft Dynamics 365 Blog
Automate messages when customers have been waiting for chat to start
If the customer has been waiting “n” seconds for a web chat to start then we’d like to trigger an automated message to the customer. Something like “We can see you have been waiting longer than normal, we will be with you soon …”. I assume this message might need to repeat! Say every 2 minutes...
Thank you for the feedback. This is currently under review for our future plans. If there are other areas that you want to automate messages based on certain custom triggers, let us know!
Jonathon Nelson
Product Manager, Microsoft
Automatic entry of support cases in conversation forms
Regarding omni-channel live chat, the following article indicates that support cases are automatically populated in the conversation form issue under certain conditions.
https://learn.microsoft.com/ja-jp/dynamics365/customer-service/recor...
This can be achieved today by setting an empty string for 'Record Identification' at the workstream level, which will not run any 'Record Identification' for new workitems.
This can be done by running below command using developer console.
fetch([https://%3cOrgURL%3eapi/data/v9.0/msdyn_liveworkstreams(%3cWorkstream%20Guid%3e)%20]https://<OrgURL>api/data/v9.0/msdyn_liveworkstreams(<Workstream Guid>) , {
method: 'PATCH',
body: JSON.stringify({
"msdyn_recordidentificationrule" : "”
}),
headers: {
'Content-type': 'application/json; charset=UTF-8'
}
})
.then()
Currently, there aren't any feature level toggles to disable this.
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...
At the moment, we do provide the ability to be able to customize the user interface based on events, albeit not in the admin center yet.
In the meantime, you can customize the live chat widget to mirror this function with development - using and reading the getAgentAvailability function and changing the UI as a result.
Documentation:
- getAgentAvailability function
- Develop a custom live chat widget | Microsoft Learn
Jessica Li
Product Manager
Administrator
This feedback is being considered as a future enhancement to our overflow capabilities. Thank you for the details, and we will keep you posted as progress is made.
Jonathon Nelson
Product Manager, Microsoft