Enable Chat in Omni – Channel Dynamics 365

Configure Chat work stream:

  • In the Omni- Channel Admin center App navigate to General Settings->Workstreams.
  • Create a workstream with type as Messaging and channel as Chat.
  • Enable the Chat method as Live chat.
  • Enable the Work distribution mode as Push.

Configure Chat Channel:

  • Name your Chat Channel and choose the relevant language.
  • Choose the Chat Widget name, color and logo URL. The chat widget code received in this step need to be configured in Portal Code -Snippets.
  • Enable the User features for Attachments exchange.

Enable Voice and video calls from Chat Channel settings under User features.

  • Chat Set up is complete.

Author: Devikumari Krishna

I am a Solution Architect in Dynamics 365|PowerApps platform. I provide Architectural consulting for Microsoft Power Platform, Dynamics 365 CRM Cloud, On-Premise, CRM 2016, 2015 and earlier version.

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