Use embedded Teams chat in Customer Service

  • 5 minutes

After you've set up the Team chat feature, agents can use it while working in Customer Service Hub, Customer Service workspace, and any custom app. While working on customer records, you can start a new chat or link an existing chat conversation to a Dynamics 365 record without leaving the application. Linking associated chats to a record can help you maintain all conversations that are related to the record in one place.

Screenshot of the user experience elements labeled.

The preceding image shows what the user experience looks like and a breakdown of the different elements that are part of the embedded chat functionality (as described in the corresponding numbered list).

  1. New chat - Create chats that aren't associated with Dynamics 365 records.

  2. Filter - Filter chats by name.

  3. Chats linked to other records - Chats that are associated with other Dynamics 365 records that the current user is part of. Users can prioritize responses to these chats over other chats.

  4. New linked chat - Start a new chat that's linked with the record. Only chat participants can view these chats in Dynamics 365.

  5. Other chats - Chats that aren't linked to records or started from Teams.

  6. Chat control - Allows users to multitask across chats.

  7. Basic Teams functions - Format, use emojis, use GIFs, set delivery options, and attach files.

  8. Add/remove participants - Select who participates in the chat and who doesn't.

Start a new linked chat

You can link new or existing Teams chats to a Dynamics 365 record. Open any Dynamics 365 Customer engagement record and then select the Teams chats and channels integration icon. The Teams chat panel will open. If you're working in a multisession app, such as Customer Service workspace, you can access the chat pane from the Productivity pane, as shown in the following image.

When starting a conversation, you can use one of the following approaches:

  • Start a new linked chat with a participant - Select New linked chat. In the Linked to this record section, enter the name(s) of the participant(s) whom you want to chat with.

  • Start a chat with a suggested contact - If an administrator has set up the suggested contacts features, you can select the contact from the suggested contact list and then select Start a linked chat.

Screenshot of the Start a new linked chat icon.