Dynamics 365 Customer Service

Can we have the pop-up box for email to case convert customizable? We would like subject field to become mandatory for us which is mandatory on the case form for us.

Please enable instagram as a new channel , so that direct messages on instagram can be answered through omnichannel for service app in Dynamics 365.

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 that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added.

"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable users to customize standard Omnichannel Security Roles.

The idea is pretty simple, every time you insert an email template in an email you get an annoying popup if you want to override the email subject from the template. A very common scenario for most of our customers is to use both email templates to respond to customers as well as for agent signatures. There is also the scenario of responding to an email or sending a new email to the customer to respond to a phone call or some other type of incoming request. The popup will always ask the agent if they want to replace the subject so if they are inserting two templates on the same email (due to signatures) it's another few clicks and there is always the risk of pressing yes on the wrong popup which becomes a problem as they will have overwritten the email subject. Please keep in mind that service centers are focused on productivity so every click and every second counts. My first idea is to give the option to the administrator setting up the template of whether or not to enable/disable the popup for a particular template. This way the customer service admin can select to disable it for signature templates for instance. The above idea would work great for signature templates, however we still have the issue on email replies where common sense and proper customer service dictate that you should almost never change the email subject. I'm saying almost never as there may be some exceptional scenario where a customer replies to an old thread for a new request so you take the initiative of changing the subject and informing the customer accordingly in the email body. The second part of the idea is to never change the subject and never prompt the agent to do so if the current email is a reply. You can identify a reply email by checking the "ParentActivityId" field, it will be pointing to the original email. This will lead to better customer service, increase productivity by saving the agent useless clicks and increase customer satisfaction as you don't cannibalize their emails and they can actually keep track of the conversation using the subject.

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!)

The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also get a new presence status which reflects "contactable if necessary but focussing on First Line activities" i.e. a sort of soft do not disturb unless really necessary status. The Omni Channel "busy but has spare capacity" status would map to that status in Teams.

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. Effectively we need some automated messages that trigger on events like the customer waiting. These would need a configurable time so that we can configure how longer before these show.