Customizations supported by the Conversation table and form

This article lists the customizations that you can and can't use with the Conversation table (msdyn_ocliveworkitem) and the Conversation form in Omnichannel for Customer Service.

Customizations supported by the Conversation table

The following table lists the supported customizations.

Components	Add new?	Edit existing?
Form	No	Yes
View	Yes	No
Chart	Yes	No
Column	Yes	No. But you can change some properties of msdyn_title and msdyn_thirdpartyconversations.
Dashboard	No	No

You can:

• Create business rules.
• Associate a conversation with a lead or opportunity, or any other activity-enabled table via the Regarding column that's available for the conversation. You can't:

You can't:

• Add a Many to Many relationship.
• Use custom columns in unified routing or assignment.

We recommend that:

• You don't add a custom column that's set as system required. If you intend to add such a custom column based on your business needs, then you populate the value for the custom column via sync pre-validation or pre-operation plug-in to ensure its value isn't null.
• You don't create alternate keys.

Customizations supported by the Conversation form

You can customize the Conversation form to:

• Load the Active Conversation form as an application tab instead of an anchor tab in a session.
• Edit existing forms in the following ways:
  • Add custom controls. However, we recommend that you don't use custom controls to update a conversation because Omnichannel for Customer Service will overwrite the updates when the conversation ends.
  • Edit the quick view for customers and cases.
  • Add web resources and external website controls.
  • Modify the form layout, resize controls, and create tabs and sections.
  • Edit the quick view for customers and cases.
  • Move sections to different tabs.
  • Remove Recent cases subgrid.

Additionally, if customize active conversation form is enabled, you can:

• Add subgrids on the Conversation form and view data for related tables in the subgrid.
• Edit existing forms in the following ways:
  • Add custom columns and allow saving of custom and standard columns on the form except some of the logical column names listed in the Logical column names section.
  • Add canvas apps.
  • Render columns with values on the form.
  • Configure Customer 360 card and Case details card.

We also recommend that you don't:

• Change the Conversation form or the order in which it's displayed, as it's the default form.
• Modify the out-of-the-box JavaScript handlers and web resource used in the Active Conversation form.
• Remove the form initiator control from the Search customer and Search issue lookup controls.

Logical column names

Any updates to the following columns aren't supported:

• activityid
• msdyn_activeagentassignedon
• msdyn_activeagentid
• msdyn_activesessionparticipantid
• msdyn_cdsqueueid
• msdyn_channel
• msdyn_closedon
• msdyn_createdon
• msdyn_customerlanguageid
• msdyn_customerlocale
• msdyn_customersentimentlabel
• msdyn_effortpredictionresult
• msdyn_escalationcount
• msdyn_initiatedon
• msdyn_isoutbound
• msdyn_lastsessionid
• msdyn_liveworkstreamid
• msdyn_modifiedon
• msdyn_ocliveworkitemid
• msdyn_overflowtransfercount
• msdyn_queueid
• msdyn_queueitemid
• msdyn_startedon
• msdyn_statusupdatedon
• msdyn_title
• msdyn_transfercount
• msdyn_urcustomersentimentkeywords
• msdyn_urcustomersentimentlabel
• msdyn_urcustomersentimentscore
• msdyn_workstreamworkdistributionmode
• msdyn_wrapupinitiatedon
• ownerid
• statecode
• statuscode
• subject

Next steps

Customize Active Conversation form
Customize quick view forms
Customize session forms

See also

Conversation columns