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Learn moreFAQ about Omnichannel for Customer Service
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.
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
Refer the list of supported regions at International availability of Microsoft Dynamics 365.
You can find information about supported platforms and other prerequisites in Prerequisites and system requirements of Omnichannel for Customer Service.
Submit your ideas and feedback on our Ideas forum.
Yes, our Community Forum is the place where you can engage with the community at large.
Contact Dynamics support to get help with your issues.
Some of the supported channels are LINE and Facebook. For the complete list of supported channels, refer to the Overview of channels.
Are Chat and the associated Omnichannel for Customer Service capabilities available as part of my Dynamics 365 Customer Service license?
No, Chat and related capabilities in Omnichannel for Customer Service require a separate add-in. Learn more about licenses and pricing in Dynamics 365 Licensing Guide. You can also purchase add-ins on the Microsoft 365 admin center. Learn more in Buy add-ons.
If you would like to try out Chat for Dynamics 365 for free, sign up for a trial using these Instructions. Find Get started and Prerequisites for setting up Omnichannel for Customer Service in your organization.
You can use Chat in the Omnichannel for Customer Service and Customer Service workspace apps.
Yes. You can work on cases alongside customer conversations in different sessions. You can open case sessions from the dashboards and grids using gestures. Learn more about starting a session in Manage sessions in Omnichannel for Customer Service.
Can I work on third-party communication widgets built using Dynamics 365 Channel Integration Framework in the Omnichannel for Customer Service app module?
Omnichannel for Customer Service supports Chat for Dynamics 365 and SMS channels. You should continue to use the third-party communication widgets in the single-session Unified Interface apps like Customer Service Hub. Support for integrating third-party channels is available in Dynamics 365 Channel Integration Framework v2.
We recommend that you don't open Omnichannel for Customer Service in multiple browser tabs or windows. The app is inherently designed to help customer service representatives (service representatives or representatives) work in a multisession environment wherein each session has contextual application tabs. The sessions aren't synced across browser tabs.
If you accidentally close your browsers, your currently open sessions and tabs opened inside them are lost. However, if you entered some data on the model-driven forms where AutoSave is enabled, they're saved into model-driven apps.
Ongoing chat and voice conversations appear on your Omnichannel Agent Dashboard. You can pick the chat or voice call from the dashboard and resume the conversation. The system preserves the chat or voice call conversation, and you can review the previous chat messages. If you were working on case sessions, you can reopen them using the gestures. For information on starting a session, go to Manage sessions in Omnichannel for Customer Service.
No. You can consult with any available service representative in the queue from which the chat originated. The consult list shows you representatives in the queue who can take more chat requests.
No. Only the primary representative of the chat can initiate transfers or consults. If the chat is transferred to another, the receiver becomes the primary representative and can initiate further transfers or consults.
New conversation requests are assigned to an representative when:
- A new chat request comes in.
- The incoming chat request is assigned to a queue that matches the representative’s assigned queues. You can review the queue and workstream for an incoming chat in the Omnichannel Conversation Dashboard.
- The representative presence is set to an Allowed Presence for the workstream.
- The representative has capacity to receive the incoming chat from the workstream. Remaining capacity can be checked by tallying up the items assigned on the representative’s dashboard – including Active and Wrap-up – against the representative’s configured maximum capacity.
Only representatives and supervisors can access internal messages.
The timer in the communication panel represents how long the current session tab has been open. If the chat moves into a wrap-up state, the timer is reset and incremented accordingly to show the wrap-up time. If the conversation is closed and reopened later, the timer is reset.
For information about managing work items from your dashboard, go to View agent dashboard and agent work items.
Conversations and sessions are stored as activity types within the model-driven apps. Learn more in View conversation and session activity types in the Model-driven apps.
This section helps answer some of the questions on how presence works.
The system clears your manual override when you become inactive or sign out from the application.
If the representative is disconnected and signs in within 2.5 minutes, the system retains the presence that the representative had at the time of disconnection. After 2.5 minutes, their presence is calculated afresh.
If the default presence set by the administrator is "Away" or "Offline", then the system sets the agent presence to the default setting. Otherwise, the system calculates the presence based on the representative's used or released capacity.
If you're using multiple fields for automated record identification, they must all be an exact match. Learn more in Automatically identify customers using pre-chat responses.
What do I do if the instance I want isn't available when I provision Omnichannel for Customer Service?
If you have instances in more than one region and provision Omnichannel for Customer Service without selecting the correct region, you might not be able to find the instance you're looking for. Learn more in Instance unavailable to select on the provisioning application.
If you get an error that says, "Unable to perform the requested operation..." or "Request validation failed" when provisioning Omnichannel for Customer Service, it might be caused by signing in on the child business unit rather than the root, or because you're missing read permissions. Learn more in "Unable to perform the requested operation..." or "Request validation failed" error when provisioning Omnichannel.
What do I do if my dashboards (Omnichannel Agent Dashboard, Omnichannel Conversation Dashboard, Tier 1 Dashboard, Tier 2 Dashboard) aren’t showing up?
When you use the Omnichannel for Customer Service app on Unified Service Desk or on the web, the Active Omnichannel Agent Dashboard view doesn't show certain dashboards like Tier 1 Dashboard, Tier 2 Dashboard, Knowledge Manager, and My Knowledge Dashboard. Learn more in Dashboards don't appear in Omnichannel for Customer Service active dashboards view.
How long does a configuration change to the Omnichannel for Customer Service and unified routing settings take to update?
All configuration changes to a feature or setting, such as updating a queue membership or workstream setting, can take up to 15 minutes to reflect.
How can I bring custom entities, forms, and dashboards into the Omnichannel for Customer Service app?
The Omnichannel for Customer Service app can be customized to include custom dashboards and custom forms the same as any Unified Interface app module. The sitemaps can be updated to include custom entities, and default forms can be changed to load custom ones for the entities. All Microsoft Dataverse entities and pages are compatible with the Omnichannel for Customer Service app.
Yes. For a list of supported customizations, go to Customizations supported by the Conversation form.
Why am I not able to access the Intraday Monitoring report and datasets in Power BI service while configuring intraday insights dashboard for supervisors?
Creation of the IntradayMonitoring report may take up to 15 mins to appear in your configured Power BI workspace. While configuring the Power BI workspace in admin app, ensure that you save the configurations before you exit the configuration form. When you select Save, the creation of the report and dataset is initiated. If you missed saving the configuration, initiate the configuration for Supervisor Experience again. Learn more in Configure Intraday insights for Omnichannel for Customer Service app on web.
The application ID is a mandatory field for creating application users in Dataverse. You can copy any application ID for any valid (non-expired) application created in Microsoft Entra ID for the same tenant into this field.
Yes, you can monitor conversations for the voice channel and all messaging channels, including async channels.
Check the following:
- Make sure that the Omnichannel supervisor role is assigned to the user.
- For the Power BI intraday dashboard, ensure that the dashboard is shared with the user both on Power BI service and in the Omnichannel app.
Learn more in Configure Intraday Insights dashboard.
By default, the reports are installed with only a data connection. Once you start using chat and sentiment features, the data populates.
A maximum of 12 months or the most recent 100,000 records. The limitation of 100,000 records is a Power BI data limitation.
Yes, you can customize the visualizations by editing the report in Power BI.
The dataset for the Live Monitoring report is real time. If a report is refreshed or filters are changed, the data is updated as per the current state of the system.
The dataset refresh interval for Intraday and Chat Insights reports depends on your settings in Power BI. Learn more in Configure Intraday Insights dashboard and Chat Insights set-up.
Why am I not able to access more than 100 representatives while using filters in Omnichannel Ongoing Conversations dashboard?
By default, the application only displays 100 representatives at any given time while filtering the conversation on the Omnichannel Ongoing Conversations dashboard. The list is displayed alphabetically. For example, you have 200 representatives in your organization, and 100 of them have names that start with the letters A through D, the application only displays those. The rest of the representatives with names that start with letters E through Z aren't listed.
What controls are in place to limit the exposure of representative performance KPIs within my organization?
These controls are in place for exposing the data in reports:
- Access to the Power BI reports is controlled by Power BI access roles, and sharing within the Omnichannel app. Learn more in Configure Intraday Insights dashboard.
- Access to the Ongoing Conversation dashboard is controlled by the Omnichannel supervisor Dynamics role.
- Sentiment can be turned on or off in Customer Service admin center. Learn more in Enable sentiment analysis.
The widget can show on any portal you want. You can copy the HTML script tag anywhere to make it appear on specific pages, a different Power Apps portals, or a custom portal as well.
If I have the widget on multiple pages or websites, what happens when I navigate across the pages with an ongoing chat?
The same widget persists the chat as you cross different pages or websites.
Does the live chat widget meet the Web Content Accessibility Guidelines to publish to external websites?
Yes, the live chat widget meets Microsoft Accessibility Standards, which include the Web Content Accessibility Guidelines (WCAG). Learn more about Microsoft accessibility policies in the Trust Center.
Yes, you can create custom context variables and create routing rules based on them. Learn more in the following articles:
Can routing in Omnichannel for Customer Service be used for other external channels (for example, my phone calls)?
Yes. In Omnichannel for Customer Service, routing can be used to route chat, SMS, and voice conversations.
Yes. To send outbound SMS, you must first configure the SMS channel using Twilio or Azure Communication Services. You can then create message templates, and use them to communicate with multiple customers.
Learn more in the following articles: Configure an SMS channel for Twilio, Configure an SMS channel using Azure Communication Services, and Create message templates.
Yes, Omnichannel system automatically identifies the customer based on the incoming phone number. It looks for phone numbers in the Mobile Phone field of Contact records or the Phone field of Account records. Ensure that the phone number in these fields has the country code along with the plus sign (+) without any spaces or special characters. For example, this format would be correct: +14251234567.
Yes. In Omnichannel for Customer Service, you can send automated messages based on system-triggered or user-defined events. Learn more in Configure outbound messaging.
All channels integrated into Omnichannel for Customer Service have the same routing capabilities, including SMS. You can create routing rule items with conditions based on Account or Contact entities. Other entities (Case, Context variable, and SMS Engagement Context) aren't supported at this time and shouldn't be used for creating conditions in routing rule items in an SMS workstream.
Only AI agents created through Microsoft Bot Framework can be integrated at this time.
Overview of Dynamics 365 Customer Service
Omnichannel for Customer Service system requirements
Additional resources
Training
Learning path
Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service - Training
Developing and deploying true omnichannel solutions are critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Documentation
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Introduction to Omnichannel for Customer Service
Learn about Omnichannel for Customer Service, its features, and how they can be configured in your organization.
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Learn about the different channels that are available in Omnichannel for Customer Service and the licenses required to use them.
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Enable the Dynamics 365 Omnichannel for Customer Service app and disable the Customer Service workspace app for Omnichannel users