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Set up the embedded experience in ServiceNow

The embedded conversation widget is a feature of Dynamics 365 Contact Center that allows customer service representatives (service representatives or representatives) to chat or have voice conversations with customers directly from any non-Microsoft customer relationship management (CRM) system. You can embed the widget into a web page or application that supports HTML and JavaScript. Representatives have seamless and consistent conversation experience across different platforms.

Prerequisites

  • The prerequisites mentioned in the system requirements are set up. Learn more in Prerequisites.
  • Omnichannel capabilities are enabled in your org. Learn more in Provision channels.
  • The provisioning user has System Administrator permissions in ServiceNow.
  • The OpenFrame plugin is installed in your Service now instance. To install it, sign in to ServiceNow, and then search for OpenFrame in System Definition > Plugins.
  • You have the widget URL. To find the embedded widget URL, go to the welcome page of Copilot Service admin center. Select Open under Your default contact center and then navigate to the Conversation widget tab. The URL is listed under Integration into third-party systems.

Set up the call center in ServiceNow

  1. Sign in to ServiceNow.
  2. To display the OpenFrame configurations list, navigate to All > OpenFrame > Configurations.
  3. Select New.
  4. Add the following details to the OpenFrame configuration record:
    • Name: Dynamics 365 Contact Center.
    • Title: Dynamics 365 Contact Center.
    • Width: 400
    • Height: 700
    • URL: The widget URL that needs to be embedded.

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