View Teams chat on the connected record's timeline
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 7, 2023 |
- | - |
Business value
Make it easy for agents to get the full case 360 view by allowing them to see any chats related to the case (or any record) directly on the timeline.
Feature details
When starting a connected chat or connecting an existing chat to a record, agents will see the conversation appear as a new activity on the timeline with the details about who connected to the chat and when, as well as the last person to send a message in the chat and when.
Additionally, if agents change, the new agent, who may not have been a part of the chat initially, can also see the conversation on the timeline. The new agent can directly join the discussion (and be added as a chat participant) to see the entire chat exchange.
This feature is enabled when the admin has turned on the Join chat toggle in the Customer Service admin center app, giving those with read and write privileges the ability to join a connected chat.
See also
Customer service is a (Microsoft) Teams sport (blog)
View Teams chats in the timeline for a record preview (docs)