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My sugestion is to add a chat feature, to be configured and customized in CRM, and have a window where the crm users can take the incommng chats as a cases
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Completed
Vamsi Kiran Korlepara (administrator) on 5/15/2023 5:39:22 AM
Thank you for your feedback.
This is a great suggestion! We are releasing Chat in Dynamics 365 Customer service as part of October 2019 wave.
Sincerely,
PM, Microsoft.