Exercise - Create a chat channel

Completed

In this hands-on lab, you work for a company called Contoso Coffee. Contoso is using Dynamics 365. Contoso would like to allow their customers to engage through chat. You're tasked with creating a chat channel.

Note

Because we're working with trials and don't have a portal configured, we only create the chat widget. We don't deploy it once created.

Prerequisites

Before you begin, it's important that you have the following information available.

• A Microsoft 365 account with access to Dynamics 365 trial.

• Dynamics 365 Customer Service trial environment provisioned.

• Modern browser (Microsoft Edge or Chrome recommended).

Lab objectives

By the end of this lab, you will:

• Create a Chat workstream

• Configure a Chat channel

Task 1: Create a chat workstream

Each channel that is deployed requires a workstream. Workstreams help to define how items are routed and distributed. Through the work stream, you define settings such as the capacity that is consumed, how items should be distributed, routing rules, and more. Since your organization would like to surface a live chat widget on their site, you need to configure a work stream to facilitate it.

1. Ensure that you are in the Copilot Service admin center application.
2. Under the Customer support group, select Workstreams.
3. On the All workstreams list, select the New workstream button.
4. In the Name field, enter Live Chat:
5. Configure as follows:
   • Type: Messaging
   • Channel: Chat
   • Work Distribution Mode: Push
   • Chat method: Live chat
6. Select the Create button to create the workstream.

Task 2: Set up a chat channel

1. After the workstream opens, you'll need to associate a channel with it. Select the Set-up Chat button.
2. In the general configuration screen, enter Portal Live Chat for the name.
3. Under General Configuration, configure as follows.
   • Window Size: Default
   • Windows Position: Bottom Right
   • Window Position: Bottom
4. Select Next
5. In the Color Settings screen, change the theme color to Cobalt, select Next.
6. In the Header tab, configure as follows:
   • Content: Graphic + Text
   • Header Message: Let's talk
7. Select Next
8. On the Chat Widget screen, leave everything as is and select Next.
9. In the Behaviors screen, select Next.
10. In the User features screen, set File attachments to On, then select Next.
11. On the Notifications screen, select Next.
12. On the Review and Finish screen, select the Create Channel button.

Congratulations, you successfully created a chat channel. From here, you would typically deploy the channel to something such as a customer facing portal.