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.

Current experience

• In the Omnichannel agent chat composer, the toolbar does not include an emoji button/picker.

• Agents either cannot use emojis easily, or they rely on OS shortcuts / copy-paste, which is inconsistent and not user-friendly.

• In some scenarios, emojis can be used in other Microsoft experiences (e.g., Teams), but Omnichannel lacks the same capability.

Proposed improvement

Add a built-in emoji picker button in the “Send message” toolbar that:

• opens a standard emoji panel (search + categories)

• inserts the selected emoji into the message input at the cursor position

• supports common emoji variations as rendered by the client platform

Why this matters (Business impact)

• Improves agent productivity and reduces time spent copy/pasting emojis.

• Ensures consistent customer communication style across channels.

• Aligns Omnichannel with modern messaging expectations (Teams-like experience).

• Reduces training/support questions from agents.

Expected behavior / Acceptance criteria

• An emoji icon is available in the composer toolbar for live conversations.

• Clicking it opens an emoji picker.

• Selected emoji is inserted into the message input and is delivered correctly to the customer.

• Works across supported digital messaging channels (where emojis are supported by the channel/client).

Workarounds today

• OS emoji keyboard (Windows: Win + . / Mac: Ctrl + Cmd + Space) or copy/paste

These are inconsistent across users and not discoverable, especially for new agents.