Manage enhanced Active Conversation settings

The enhanced Active Conversation experience displays the customer and case details that are relevant to your business. When you enable the Enhanced active conversation form option, the Customer 360, Case details, and Recent cases components are 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.
• Case details: Use the Customer 360 component in Case > Case for Customer Card form to customize the details displayed on Case details.
• You can also set the required view to display case details in the Issue Snapshot. By default, the Default view is set to Case Lookup View.

More information: Configure components to display customer details and recent records.

Watch this video to understand enhanced active conversation form settings and how to set it up:

Manage Active Conversation form settings

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

1. In Customer 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 and Case details card with inline edit capabilities.
     • Recent cases card with color coded priority and status fields.
     • 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. More information: Design forms for performance in model-driven apps

   Note

   When Customize active conversation form is enabled:

   • If an agent initiates an outbound call to emergency services, the active conversation form doesn't display the Save and Refresh options.
   • If an agent initiates a consult with other agents who are from a different business unit and don't have the 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. More information: Add an existing setting definition

2. In the Edit Show Conversation form selector, set the Setting environment value option to Yes. More information: 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.

   

Customize recent cases

If you set the Enhanced Active conversation form toggle to Yes, the enhanced Recent cases control is available on the Active Conversation form, out of the box. If you've set the default view to a custom view in the legacy recent cases control, when you switch to the enhanced experience, your custom views aren't set as the default view automatically. You must set the default view to your required custom view in Power Apps.

To add your custom view as the default view and customize the form further, perform the following steps:

1. In Power Apps, select the environment that contains your solution.
2. Select Tables, select Conversation, and then select the Active Conversation form.
3. Select Recent cases on the Form area.
4. Perform the following actions in Properties:
   • Specify the Table. The card displays records from this table.
   • Select the Default view to your required custom view.

Disable enhanced customer details, case details, or recent cases

You can choose to display the default Customer profile, Issue snapshot, or Recent cases cards 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.
Disable Linked Case card for Open Conversation	Set this option to Yes, to display the default Issue Snapshot card.
Disable the recent cases control for Open conversation	Set this option to Yes, to display the default Recent cases 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.

See also

View customer information on Active Conversation form
Get started with Customer Service workspace