View conversation and session forms
Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Your organization might have a classification where certain agents work in the contact center, which uses Omnichannel for Customer Service on the web and certain agents work in another contact center, which uses model-driven app such as Customer Service Hub. In this case, if you are an agent who works on the model-driven app, and you need to analyze the conversation request from Omnichannel for Customer Service, you can find the information through Activities in the model-driven app.
Select the plus icon in the application tab to view the site map and select Activities.
There'll be many activity types, and you need to look for Conversation and Session types.
Conversation activity type
The Conversation activity type displays information about a conversation request.
Note
The fields listed in the following table only are supported for the Conversation activity type.
Tab | Section | Fields |
---|---|---|
Details | Details |
|
Details | History |
|
Details | Session Details |
|
Details | Chat Transcript |
|
Session activity type
The session activity type displays information about a individual session in a conversation request.
Note
The fields listed in the following table only are supported for the Session activity type.
Tab | Section | Field |
---|---|---|
General | Header |
|
General | General |
|
General | Session Participants |
|
The Session Participants section lets you add a participant related to the session or add a session participant that already exists for the record you are working with.
Related information
View active conversations for an incoming conversation request
View customer information on Active Conversation form
Create a record
Search, link, and unlink a record