Sessions and Conversations in Omni Channel Engagement

Posted By Sarah Critchley on 3 Apr 2020 in Dyn365CE

This blog post covers exactly what Sessions and Conversations are within the Dynamics 365 Omni Channel Engagement app. They are…

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Sessions and Conversations in Omni Channel Engagement

This blog post covers exactly what Sessions and Conversation s are within the Dynamics 365 Omni Channel Engagement app. They are sometimes used interchangeably, but they are in fact two different entities and have different purposes for managing customer interactions. A conversation entity is created automatically when a user accepts an incoming chat request from live chat, for example.

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