Category: Dynamics 365 Omni-Channel

Pre-Requisite:

Please go through my post on Enable Omni Channel for customer service. To set up WhatsApp Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose WhatsApp.

Choose the provider – TeleSign or Twilio where you have activated the Phone Number to receive WhatsApp Chat. In this post I will demonstrate with Twilio account.

Login to Twilio Account and copy the Account ID and Token.

Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.

Add WhatsApp Numbers to this account to send messages.

Copy the callback URL from next step and update in the Twilio Account.

Return to Omni channel Admin center App and create a work stream for WhatsApp Channel.

Set up WhatsApp Channel within Workstream.

Choose the WhatsApp number configured from Twilio Account.

Set the Channel Operating hours in Behavior screen.

Set up the user behaviors.

Set up Routing Rule:

Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the WhatsApp message based on Agent skill set.

Create a simple Rule Set and route the WhatsApp to right Queue.

Copy the Callback URL from Omnichannel App to Twilio Account.

Now test the connection by sending test messages to the Agent Mobile No configured in WhatsApp Workstream.

Pre-Requisite:

Please go through my post on Enable Omni Channel for customer service. To set up SMS Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose SMS.

Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.

Add SMS Numbers to this account to send SMS.

Copy the callback URL from next step and update in the Twilio Account.

Return to Omni channel Admin center App and create a work stream for SMS Channel.

Set up SMS Channel within Workstream.

Choose the SMS number configured from Twilio Account.

Set the Channel Operating hours in Behavior screen.

SMS Channel configured successfully.

Set up Routing Rule:

Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the SMS based on Agent skill set.

Create a simple Rule Set and route the SMS to right Queue.

Copy the Callback URL from Omnichannel App to Twilio Account.

Now test the connection by sending test SMS to the Agent Mobile No configured in SMS Workstream.

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.

To enable Facebook channel Integration, we need a Facebook Account and Facebook page from where customers will view the social post and share the likes/comments.

The Facebook page needs to be associated with a Facebook App. The necessary configurations needs to be performed on Facebook App. Once done Channel configurations need to be done on Omnichannel App.

Facebook App – Prerequisites:

Login to https://developers.facebook.com

• 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).

Facebook Application:

• 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.

This post is continuation of my previous post on how to Enable Omnichannel for Customer Service.

To access Omnichannel Apps we need to assign one of the below security roles to user.

• Omnichannel Supervisor
• Omnichannel Agent

Pre-Requisites:

• An active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging.
• Ensure that the prerequisites mentioned in the system requirements are set up.
• Global Tenant Admin and Dynamics 365 System Admin permissions for your organization.

Provide data access consent :

 Use the following steps to allow Omni channel for Customer Service to read and write data on behalf of users:

1. Go to Data access consent URL. For Government Community Cloud (GCC), use the GCC data access consent URL.
2. Sign in using Global Tenant Admin credentials.
3. Select the Consent on behalf of your organization check box.
4. Select Accept to grant data access consent.

Set up Omni channel for Customer Service:

• In Power Platform Admin Center, on the Environments page, select the environment in which Omni channel for Customer Service needs to be set up.
• In the left pane, expand Resources, and select Dynamics 365 apps.
• On the Dynamics 365 apps page, select more commands beside Omni channel for Customer Service, and then select Manage.
• On the Manage Omnichannel for Customer Service message, select OK. The Dynamics 365 Administration Center | Omnichannel page is displayed on a new tab.
• On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.