Use a WeChat channel
Note
The feature availability information is as follows.
Dynamics 365 Contact Center—embedded | Dynamics 365 Contact Center—standalone | Dynamics 365 Customer Service |
---|---|---|
Yes | Yes | Yes |
When you sign in you can see your work items on the agent dashboard. More information: View agent dashboard and agent conversations
Prerequisites
Make sure that your administrator has configured a WeChat channel.
Incoming WeChat chat notification
You'll receive a notification when a customer requests a conversation through WeChat. When you accept the WeChat chat request, a session is started and you'll see the communication panel in which you can exchange messages with the customer.
In the application, you can:
- View customer information on Active Conversation form.
- View the communication panel.
- Use call options and visual engagement in live chat.
- Monitor real-time customer sentiment.
- Manage sessions.
- Manage applications.
- Use these productivity tools:
- Create a record.
- Search, link, and unlink a record.
- Search for and share knowledge articles.
- Take notes specific to a conversation.
- Understand conversation states.
- Manage presence status.
- Search for transcripts.
- View conversation and session forms.
- View the active conversations for an incoming conversation request.
- Search for transcripts.
See also
Feedback
https://aka.ms/ContentUserFeedback.
Coming soon: Throughout 2024 we will be phasing out GitHub Issues as the feedback mechanism for content and replacing it with a new feedback system. For more information see:Submit and view feedback for