View active conversation for an incoming conversation request

Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded	Dynamics 365 Contact Center—standalone	Dynamics 365 Customer Service
No	Yes	Yes

Scenario 1: Incoming conversation request for an existing customer record

When you receive an incoming conversation request, you see a notification and accept the request, a session starts and the Active Conversation page appears with the details of the customer and case.

Scenario 2: Incoming conversation request with an associated record

When you get an incoming conversation request, you see a notification and accept the request. However, if there are no records present in the application based on the incoming conversation request, you can create a record. To learn more see, Create a record and Link a record.

See also

• View customer information on Active Conversation form
• View conversation and session activity types in the model-driven apps
• Search, link, and unlink a record