Unified Routing: Allow custom Conversation (msdyn_ocliveworkitem) columns in routing conditions (Route-to-Queue / Prioritization)
We use Unified Routing in Dynamics 365 Customer Service / Omnichannel. Routing decisions can use supported attributes and context variables, which are documented as the mechanism to enrich conversations with custom data for routing.
Current limitation
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STATUS DETAILS
New
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....
STATUS DETAILS
New