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Omnichannel JavaScript API Reference

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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.

The following JavaScript methods can be used to perform various operations with the Omnichannel for Customer Service SDK.

Methods

Method Description
getConversationId Gets the unique GUID of the current ongoing conversation in a session.
getConversations Gets a list of conversation (msdyn_ocliveworkitem) records for an agent.
openConversation Opens a conversation as a session programmatically.
linkToConversation Links the account, contact, or incident records to the conversation in the focused session.
unlinkFromConversation Unlinks an already linked entity record of type customer (account or contact) or case from a conversation.
sendMessageToConversation Sends messages to a conversation programmatically.

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