Category: Dynamics 365

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.