Configure a chat widget

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.

You can configure a live chat widget that can be displayed on your portal for customers to interact with bots and human agents.

To add a chat widget, configure a workstream that defines how chat conversations are routed to queues. More information: Create a workstream

Configure a chat widget

1. In Dynamics 365, go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Channels in Customer support. The Channels page appears.

   2. Select Manage for Chat. The Chat channels page appears.

   3. Select Add chat channel.

   Omnichannel admin center (deprecated)

   Important

   Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   1. In the site map, select Workstreams.

   2. In the All workstreams view, select the workstream for which you want to configure the chat widget.

   3. On the workstream page, select Set up chat if a chat channel isn't created, or select Add chat channel to add a chat widget.

2. On the Channel details page, enter a name and select a language in the Name and Language fields, respectively.

3. On the Chat Widget page, enter the following details:

   • Title: Display name for the chat widget.
   • Subtitle: Additional title, such as "We're online".
   • Theme color: Choose a color from the list.
   • Logo URL: Select the default value or enter the link to the logo that you want to be displayed.
   • Agent display name: Select a value from the list.

4. Switch the toggle to Yes to enable the following options:

   • Proactive chat
   • Reconnect to previous chat
   • Only show widget during operation hours
     • Operation hours name: Select an operating hour setting. More information: Configure operating hours.
   • Only show widget on the provided domains: Enter the link of the portal.

5. On the Behaviors page, configure the following options:

   • Custom automated messages

   • Pre-conversation survey

   • Post-conversation survey

   • Authentication settings

   • Customer wait time

     Note

     These settings aren't configurable for the persistent chat feature. More information: Configure persistent chat

     • Show position in queue: Select this if you want to show customers their position in the queue when they're waiting to interact with an agent. More information: Show customers their queue position
     • Show average wait time: Select this if you want to show to customers the average wait time in the queue when they're waiting to interact with an agent. More information: Show customers their average wait time in a queue

   • Customer location detection: Select a location provider. More information: Set up visitor location detection.

6. On the User features page, configure the following options:

   • File attachments

   • Customer notifications

   • Conversation transcripts

   • Voice and video calls: Switch the toggle to On and select the calling option.

   • Screen sharing: Switch the toggle to On and select a provider.

   • Co-browse: Switch the toggle to On and select a provider if you want the agents to see and interact with a customer's web browse.

     Note

     • You must install a third-party provider from AppSource to use the screen sharing or co-browse feature.
     • You can select only one co-browse provider and or one screen sharing provider for each chat widget. Only those co-browse and screen sharing providers that have published a solution on AppSource will appear in the lists.

7. On the Review and finish page, review the channel settings, and select Create channel.

Configure customer notifications

You can configure visual and sound notifications to be sent to customers when they're interacting with agents through the chat widget on your organization portal. If the chat window is minimized or isn't active, a sound notification is played when a message arrives and a count of the unread messages is displayed.

Perform the following steps to enable the customer notifications:

1. In Customer Service admin center or Omnichannel admin center app (deprecated), edit a chat widget, and on the Chat channel settings page, select the User features tab.
2. For Customer notifications, switch the toggle to On. The following checkboxes are displayed as selected:
   • Show number of new messages
   • Play sound notifications for new messages
3. Keep the default settings or select one of them depending on your requirement.

You can also configure the customer notifications when you're configuring the chat channel.

Troubleshooting

Errors in creating a chat widget

See also

Configure a pre-conversation survey
Configure agent display name
Configure proactive chat
Configure file attachment capability
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in your website or portal
Embed chat widget in mobile experiences
Supported browsers for live chat widget