Dynamics 365 Customer Engagement
Omnichannel Agent Presence Not Loading
Recently, with some of the system updates that have come out for Omnichannel, there’s been an interesting issue observed. This is essentially when the…
Tag: OmniChannel
Dynamics 365 Customer Engagement
Personalised Sound Notifications for Omnichannel
One of the themes running through the Wave 2 2020 update for Omnichannel is the personalisation aspect. Though systems work just fine on their…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Twilio for SMS
Microsoft’s Omnichannel for Customer Service supports two providers for sending SMS, Telesign and Twilio. I have already described the process for Telesign in another…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Sound Notifications
A new feature has recently been added to Microsoft’s Omnichannel for Customer Service that can be used to trigger sound notifications when messages arrive.…
Dynamics 365 Customer Engagement
Omnichannel for Customer Service – Grab / Pick Chats
With Microsoft’s Omnichannel for Customer Service it will be common to use a push method to route your chats to the “best” agent .…