Navigate to Settings->Org Settings->Services->Dynamics 365 Customer Voice
Click on Add Domain ->Enter the Domain name and click on next
Make Sure you enter a valid domain name without any https:// or www:// prefix.
Click on next once entering the domain.
System displays CName, CName and TXT values. These values need to copied in DNS records of the domain.( NOTE: In my case domain is purchased from godaddy and I need to add the DNS records in GoDaddy site.
The name values entered in DNS Records in GoDaddy should not have the domain suffix for names. The value in DNS should be fpeurkey1_domainkey and fpeurkey2_domainkey instead of fpeurkey1_domainkey.devisdemo.com and fpeurkey2_domainkey.devisdemo.com
Once the values are added in DNS Records, in portal.office.com screen click on Verify.
The records will be verified successfully and we need to enter the email address in the custom domain.
Once the domain is successfully verified, add the Distribution members email address in the below screen. These email ids associated here should have a valid mailbox configured for their ids.
The Approved User should be a global admin or Customer Voice licensed User.
Create app, which is automatically set to Dev Mode
Begin testing with your own assets, and compile the assets required for App Review
Submit for necessary permissions/features in App Review
After completing App Review, switch your app to “Live”
Configure a work Stream for Facebook channel.
Enable Rule set.
Associate Queue to which the messages need to be assigned.
Enable Work Distribution mode to push.
Set the Agent Status during which Agent can received the notification in Allowed Presence Section.
Configure Facebook page in omnichannel App:
Create a Facebook Page with Page ID defined in Facebook App.
Page Name should match the configuration in Facebook App.
Page Access Token in generated from Facebook App.
Associate Work Stream and Facebook Application(Channel).
In Omnichannel App, Configure the Facebook Application. Application Id is the Facebook App ID.
Associate the Facebook page created in above screen shot. System generates a callback Uri and Token ( verify Token in below screen shot)
The Callback Uri and Token from above step needs to be updated in Facebook App -> Web hooks section.
Configure Channel Integration Framework
To receive push notifications from Facebook page Channel Integration framework needs to be configured and associated to Omnichannel App.
Now all steps are configured successfully to exchange communication between Facebook and Omnichannel live chat. Below are the sample screens in Omnichannel App when Agent receives incoming notification.
I am Devikumari Krishna, a Solution Architect with 15+ years of experience in various phases of software Development lifecycle. Proficient in analyzing and translating business requirements to technical requirements and architecture.
Being a Dynamics 365 and Power platform expert, I have experience in Sales, Customer Service, Field Service, Marketing, CRM Dynamic Portals, and CRM Integration with Azure, Power Automation Flow, and Data Verse.
In my Blog
I will target to give my learning and implementation experience as step by step instructions for others to follow.
I will make sure the information is crisp and useful for Dynamics 365 technologists.
I will target to cover Power Apps, Dynamics 365, Azure and Data Verse in my blog.