Omnichannel for Customer Service – Session Templates

Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you need but in this post I start to explore how you might want to amend session templates.

Each channel is linked to a workstream, each workstream is associated with a number of templates. Including a session template. When you create a…

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Omnichannel for Customer Service – Session Templates

Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you need but in this post I start to explore how you might want to amend session templates.

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