Manage enhanced Active Conversation settings

The enhanced Active Conversation experience displays the customer details that are relevant to your business. When you enable the Enhanced active conversation form option, the Customer 360 component is available on the Active Conversation form by default. You can further customize these components in Power Apps.

• Customer details: Use the Customer 360 component in Account > Account form for Conversation Customer Card form or Contact > Contact form for Conversation Customer Card to customize the details displayed on Customer details.

Manage Active Conversation form settings

To enable the enhanced Active Conversation form and customize the form, perform the following steps:

1. In Copilot Service admin center, go to Workspaces.

2. Select Manage for Active conversation form settings in Workspaces.

3. Select the following options:

   • Enhanced active conversation form to enable the enhanced Active Conversation experience. The following features are available as a part of the enhanced experience:
     • Configurable Customer 360 card with inline edit capabilities.
     • The default form selector to switch between active and closed conversations is hidden.
   • Customize active conversation form to display Queue, Start time, options to save and refresh on the Active Conversation form, and enable customizations in Customizations supported by the Conversation form. Select Power Apps to further customize the form. If you're customizing the form in Power Apps, we recommend the following guidelines:
     • Reduce the number of custom controls. Keep only the most frequently used controls on the default tab. The remaining data-driven controls should be distributed into secondary tabs to allow the default tab to load quickly.
     • Limit the amount of customizations using the form Onload event.
     • Limit the amount of external data coming from Canvas apps for efficient and productive forms. Learn more in Design forms for performance in model-driven apps.

   Note

   When Customize active conversation form is enabled:

   • If a customer service representative (service representative or representative) initiates an outbound call to emergency services, the active conversation form doesn't display the Save and Refresh options.
   • If a service representative initiates a consult with other representatives who are from a different business unit and don't have read permissions at the organization level for the conversation entity, they won't have access to the conversation.

   

Display the form selector on Active Conversation form

By default, the enhanced Active Conversation form doesn't display the form selector to switch between open and closed conversations. To allow your users to toggle between open and closed conversations, perform the following steps:

1. In Power Apps, add the Show Conversation form selector setting definition. Learn more in Add an existing setting definition.

2. In the Edit Show Conversation form selector, set the Setting environment value option to Yes. Learn more in Update a setting definition.

3. Optionally, in the Setting app values section, for a required app, you can set the value to Yes in the New app value. The tab set at the application level overrides the environment level setting.

4. Save and publish your customizations.

   

Disable enhanced customer details

You can choose to display the default Customer profile card on the enhanced Active Conversation form even when Enhanced active conversation form is enabled.

The following options are available out of the box in Power Apps:

Option	Description
Disable Customer 360 card for Open Conversation	Set this option to Yes to display the default Customer profile card.

Perform the following steps to revert to the required default experience:

1. In Power Apps, select the environment that contains your solution.
2. Select Solutions, and then select the required solution.
3. Select Add Existing > More > Setting.
4. On the Add existing Setting Definition pane, select the required option.
5. Select Add.
6. Go to Add Existing > App > Model-driven app> Add existing model-driven apps pane.
7. On the edit pane for the required option, set Setting environment value to Yes.
8. Optionally, select New app value for the app. For a specified app, the value set at the application level overrides the environment level setting.
9. Select Publish All Customizations.

Related information

View customer information on Active Conversation form