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Category: Omni-channel Engagement Hub

Transfer the chat to live agent only if the agent is available

Posted on 20 Jan 2022by Amal Joy

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS. Fig. 1 When a customer initiates a chat with any of the mode, the chat directly lands in Omnichannel dashboard.…

Continue reading Transfer the chat to live agent only if the agent is available

Posted in Dynamics 365, Omni-channel Engagement Hub, Power Automate
Tagged chatbot, Dynamics 365 omnichannel, Power Automate

How to configure Omnichannel Live chat in Dynamics 365

Posted on 17 Sep 202117 Sep 2021by Dynatecon Solutions

In the modern era, any contact center implementation should enable multiple support channels for their customers or prospects. This will ensure that proper support is given to their customers as well as it can increase the number of enquiries from potential customers to drive sales growth. Customer Service Channels expected in a Modern Contact Center…

Continue reading How to configure Omnichannel Live chat in Dynamics 365

Posted in Dynamics 365, Dynamics 365 Portals, Omni-channel Engagement Hub
Tagged Customer Self Service Portal, Dynamics 365 Customer Service, Dynamics 365 Portals, Live Chat, Omnichannel, Twitter Integration

Omni channel Hub – key features available vs missing

Posted on 7 Sep 20197 Sep 2019by DYNATECON

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription of Chat for Dynamics 365. A quick look at the Omni channel hub features - as on Sep 2019: Live chat feature is really stable and easy…

Continue reading Omni channel Hub – key features available vs missing

Posted in Dynamics 365, Omni-channel Engagement Hub, Uncategorized
Tagged Dynamics 365, Live Chat, Omni-channel Engagement Hub

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