Dynamics 365 Customer Service

Since the output from the Copilot Studio agent is in markdown format, line breaks and indentation are lost when chatting within the Dynamics 365 Customer Service work stream.

The issue arises because Dynamics 365 Customer Service outputs the received string as-is when it contains markdown syntax.

(In demo chats with Copilot Studio, line breaks and indentation can be confirmed.)

(When the Copilot Studio agent outputs HTML code, line breaks and indentation can also be seen in Dynamics 365 Customer Service.)

Due to the significantly poor readability of the responded chat content, I propose the following:

• Improve compatibility with Copilot Studio within the Dynamics 365 Customer Service work stream so that line breaks and indentation are displayed correctly.

After working with the Microsoft Support team for a few weeks, we realized that the Customer Workspace App has a limitation when switching to another tab. More information on it below, per Microsoft Learn.

"We have determined that we have run into a specific product limitation regarding Subgrid controls and have no workaround at this time. Please note that I am committed to monitoring updates closely and will reach out if I see a solution that will work in your scenario. "

We'd like to suggest a way to retain filters on a subgrid, after switching tab or sessions.

When viewing analytic data within the contact center workspace dashboards for live chat, the timestamps have not updated with the recent daylight savings time. This was reported to Microsoft, Ticket: 2504080050002774 and after investigation, they concluded that there is no implemented automated way for system to address daylight savings and have advised to report this has a feature idea.

Thanks.

ISSUE DEFINITION

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Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays their full name (see screenshots). We would like the nickname to appear instead.

REPRO STEPS

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Go to dynamics and Open Customer service workspace

Initiate the chat after following below steps.

1. Open the Agent Configuration Settings:

• Navigate to the settings where you can configure the display name of the agent.

2. Set the Display Name to Nickname:

• In the options, set the display name of the agent to show their nickname.

3. Save the Configuration:

• Save the changes made to the display name settings.

4. Initiate a Conversation:

• Start a conversation with the agent to generate a transcript.

5. Review the Transcript:

• Check the transcript of the conversation.

6. Observe the Display Name:

• Notice that the transcript displays the agent's full name instead of the nickname.

Ask:

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Expecting the transcript should display the agent's nickname as configured in the display name settings.

I would like to add a method to add a subgrid and display it after adding a form created in Dataverse on the Power Pages screen.

It would be more convenient if users could customize or hide the warning messages provided by the standard features.

Within a voice-workstream in Customer Service Workspace, you would like to set the option for "Custom time in minutes" on the Work distribution settings in seconds rather than minutes. This option only allows full minutes with a minimum of 1 whilst you want to set this to 30 seconds.

As per default functionality, block capacity for wrap up allows to select a duration to block capacity when the agent is in Wrap-up state, from 1 minute or 60 minutes. After the specified duration, the agent capacity is released, and presence is automatically reset.

If this option would allow seconds rather than minutes, it would also be possible to set the time to 30 seconds for an example. This really could save some time between finishing the conversation and picking up a new incoming call. This also saves waiting time on the callers end because the agents are more/quicker available to respond.

I would like to be able to copy and paste images directly into the chat widget (Like you do in a MS Teams chat for example). Currently the only way is via attaching it with the clipboard icon, which is ok, but copy + pasting the images in some cases would save quite a bit of time.

This would allow me to reply customers quicker in some cases and would reduce the number of clicks, as well as not having to download a file into my computer. I've asked the rest of users from our org who are also using Omnichannel and they all agree with this being a good thing to add.

Thanks!

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have had for years and is a major deficiency in the current system.

Currently, Dynamics 365 Customer Service allows administrators to set file size limits for attachments through a global system setting. This setting was originally designed for the email channel, where large attachments such as documents, reports, and PDFs are often required. However, with the expansion of Omnichannel for Customer Service, multiple new communication channels (including SMS and chat) now rely on the same file size configuration. This results in an inefficiency where large attachment size limits necessary for email are unnecessarily applied to SMS, which typically supports much smaller file sizes.

Proposed enhancement: Introduce a per-channel file size limit option. A channel-specific file size limit setting for attachments where administrators can define different maximum file sizes per communication channel (e.g., SMS separately from emails). Specifically for SMS, where file transmission capabilities are significantly limited by mobile carrier restrictions, the ability to configure an appropriate lower file size threshold would prevent system inefficiencies and improve the customer experience.

Key use cases:

• Organizations may allow large attachments (e.g., 10-20MB) via email for reports and documents.
• However, for SMS, the same file size limit is unnecessary, as most carriers impose strict limits (e.g., 600KB - 1MB) on attachments.
• Without channel-specific settings, SMS attempts to send files that are too large, leading to delivery failures or excessive mobile data usage.
• A configurable setting per channel would allow businesses to control and optimize file transmission based on the capabilities and best practices of each channel.

Benefits

✅ Improved Reliability – Prevent failed SMS deliveries due to oversized attachments.

✅ Better Compliance & Cost Efficiency – Avoid unnecessary mobile data consumption when sending attachments via SMS.

✅ Enhanced Admin Control – Gives organizations more granular control over their Omnichannel settings, improving operational flexibility.

✅ Seamless Customer Experience – Ensures customers receive attachments suited for each channel, avoiding frustration caused by delivery errors.

This enhancement would provide greater flexibility, prevent unnecessary errors, and align attachment handling with industry standards for each communication channel. By making file size limitations configurable per channel, D365 Customer Service will better serve organizations managing multi-channel digital interactions efficiently.