Manage access to Ongoing Conversations dashboard

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

To access the Omnichannel Ongoing Conversations dashboard, you must assign Omnichannel supervisor role to the users. To learn more, see Assign roles and enable users for Omnichannel for Customer Service.

Once the users get access, the Omnichannel Ongoing Conversations dashboard is available on Unified Service Desk and Omnichannel for Customer Service app on web.

For Unified Service Desk, you must add users to supervisor configuration for the dashboard to be available in the home session app tab. To learn more, see Add users to supervisor configuration.

See also

View and understand Omnichannel Ongoing Conversations dashboard.