View active conversation for an incoming conversation request
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
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.