Nayan Acharya

Title: Unable to disable default notifications for incoming SMS in Omnichannel.

Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichannel for SMS while they still allow custom notifications. 

Business use case: We have an SMS field in contact and if Text opt in is marked as No then it should consider it as opted out from receiving SMS then we should not allow an agent to send messages to customers. To achieve this, we built a custom notification as default notification is letting user to reply from the notification panel itself. But we do not have an option to stop default notification due to which users are getting duplicate notifications.

Business impact from customer:

There is currently no way to customize the default template and remove the ‘View’ action which opens the conversation panel. In addition, there is also no way to prevent SMS messages from being sent from the Conversation Panel once opened based on any type of Federal or State DNC logic via fields, plugins, workflows, or service calls. Therefore, the user who can find a way to open the conversation panel with the default notification for a contact that has opted out is now illegally communicating with that record.

I don’t see why Microsoft would like to maintain this behavior or not accommodate this either by enabling customization of the Notification template or allowing the customization of ‘Send’ button on Conversation Panel (or any stop mechanism).

Our carrier does stop messages, however, but other carriers do not. The user experience is just frustrating with duplicate notifications and reactive failures for outgoing messages if they choose to click the Action in your default notification.

Possible mitigations: Currently, customer is working around it through workflow, but it works asynchronously. To make it synchronous, MS product team suggested creating a post-operation plugin to delete notifications based on their title, as workflows are asynchronous and do not provide the necessary control. 

Ask to Microsoft:

1. Why is product restricting to use the Default notifications? Is it possible to allow customers create custom notifications by disabling Default notifications?
2. Why there is no option to Allow/Do not allow SMS fields like we have for Phone call/Email/Bulk email?
3. Do Contact center application respect these flags set in a contact? Example: If a contact has Do not allow Phone call, then will omnichannel consider the contact as opted out for phone communications and stop an agent from making a phone call? If yes, can we have similar logic implemented by adding a flag for SMS. 

Title: Unable to disable default notifications for incoming SMS in Omnichannel.

Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichannel for SMS while they still allow custom notifications. 

Business use case: We have an SMS field in contact and if Text opt in is marked as No then it should consider it as opted out from receiving SMS then we should not allow an agent to send messages to customers. To achieve this, we built a custom notification as default notification is letting user to reply from the notification panel itself. But we do not have an option to stop default notification due to which users are getting duplicate notifications.

Business impact from customer:

There is currently no way to customize the default template and remove the ‘View’ action which opens the conversation panel. In addition, there is also no way to prevent SMS messages from being sent from the Conversation Panel once opened based on any type of Federal or State DNC logic via fields, plugins, workflows, or service calls. Therefore, the user who can find a way to open the conversation panel with the default notification for a contact that has opted out is now illegally communicating with that record.

I don’t see why Microsoft would like to maintain this behavior or not accommodate this either by enabling customization of the Notification template or allowing the customization of ‘Send’ button on Conversation Panel (or any stop mechanism).

Our carrier does stop messages, however, but other carriers do not. The user experience is just frustrating with duplicate notifications and reactive failures for outgoing messages if they choose to click the Action in your default notification.

Possible mitigations: Currently, customer is working around it through workflow, but it works asynchronously. To make it synchronous, MS product team suggested creating a post-operation plugin to delete notifications based on their title, as workflows are asynchronous and do not provide the necessary control. 

Ask to Microsoft:

1. Why is product restricting to use the Default notifications? Is it possible to allow customers create custom notifications by disabling Default notifications?
2. Why there is no option to Allow/Do not allow SMS fields like we have for Phone call/Email/Bulk email?
3. Do Contact center application respect these flags set in a contact? Example: If a contact has Do not allow Phone call, then will omnichannel consider the contact as opted out for phone communications and stop an agent from making a phone call? If yes, can we have similar logic implemented by adding a flag for SMS.