Maja Boniszewska

Maja Boniszewska

Joined: 2/17/2025

  • Improvement of Enhanced recipient control

    Tue, 25 Feb 2025 12:27:26 GMT – Dynamics 365 Customer Service – New 

    If the system has a large number of Contact and Account records, the Enhanced recipient control becomes extremely slow. This control uses a fetch query like:


       

        

       

       

        

       

       

        

       

       

        

       

       

        

       

       

        

       

       

        

       

      


    The really fast Lookup field uses:


       

       

       

       

       

       

       

      


    The control should use the lookup query to improve speed and usability for users. Right now, it is not actually usable.

  • Automatically open SMS Conversations once they are accepted

    Thu, 08 May 2025 13:55:59 GMT – Dynamics 365 Customer Service – New 

    Automatically open SMS Conversations once they are accepted, using Microsoft 365 Contact Center and the SMS channel. SMS Conversations are not opened automatically by default. Currently, users must accept the notification, navigate to the Inbox panel, switch the view to Messages, and then manually open the record in a new session (since the Inbox panel takes up too much space). This process is not very user-friendly.


    The behavior should be the same as for synchronous channels, or there should be an option to choose whether accepting a notification opens the active conversation form or not.