Enable conversations to be assigned automatically
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.
Important
This feature is intended to help customer service managers or supervisors enhance their team's performance and improve customer satisfaction. This feature is not intended for use in making, and should not be used to make decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365 Customer Service, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users may be monitored, recorded, or stored.
Some customer conversation requests, such as those coming from a Facebook channel or an SMS channel, might not need an immediate response because of a longer service-level agreement. For such requests, you can enable the auto-assign option in the notification templates. When an incoming notification appears, the conversation is assigned to the agent automatically, either instantly or after the timeout period elapses.
Important
Auto-assign isn't supported in Omnichannel for Customer Service on Unified Service Desk.
Perform the following steps:
In Customer Service admin center, in the site map, go to Workspaces under Agent experience.
Select Manage for Notification templates.
On the Omnichannel Configuration > Omnichannel Configuration - Notifications page, select the template for which you want to enable the incoming conversation to be assigned.
On the General tab of the <notification_name> Notification Template, set the toggle to Yes for Auto-assign work items. The label for Accept Button changes to Open, and the toggle for Show Reject Button is disabled.
Select Save.
Note
We recommend that you don't enable the auto-assign setting in consult notification templates.
Enable voice calls and chats to be accepted automatically
When an agent rejects an incoming conversation, it is routed back to the queue. This impacts customer SLAs, queue wait times, and customer satisfaction. To avoid such scenarios, a conversation can be automatically accepted by an agent, either instantly or after the timer elapses.
Perform the following steps to enable the incoming conversations to be assigned automatically:
In Customer Service admin center, in the site map, go to Workspaces under Agent experience.
Select Manage for Notification templates.
On the Omnichannel Configuration > Omnichannel Configuration - Notifications page, select the required template.
On the General tab of the <notification_name> Notification Template, set the toggle to Yes for Auto-assign work items, and then set the Auto-accept voice/chat calls toggle to Yes. The Show Countdown field is set to Yes and disabled.
Select Save.
See also
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