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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.

This function can be used to open a conversation as a session programmatically.

Syntax

Microsoft.Omnichannel.openConversation(conversationId, lastsessionId, liveworkstreamId);

Parameters

Parameter Type Description
conversationId String Unique identifier for the conversation to open. Also reffered to as liveworkitemId.
lastsessionId String Optional. Unique identifier for the last session ID in which conversation was opened.
liveworkstreamId String Optional. Unique identifier for the live workstream to which the conversation belongs.

Return value

Returns a resolved or rejected promise based on the outcome of the operation.

Example

The following code snippet opens a specified conversation for a given last session ID and live workstream ID.

Microsoft.Omnichannel.openConversation("051a340d-c821-42be-8c43-dfb42c4da821", "63e6b672-c1cc-4ba9-86d5-aea818e73092", "9e20ced1-7c81-eb11-a812-000d3a9c25eb").then(result => { 
  console.log(result); 
}, error => { 
    console.log(error);
});

See also

Live chat SDK reference Omnichannel JavaScript API reference getConversationId
linkToConversation
unlinkFromConversation
getConversations
sendMessageToConversation