Configuring live chat in Omnichannel for Customer Service

Configuring live chat in Omnichannel for Customer Service involves a few vital steps. It's a part of getting started with Dynamics 365 Omnichannel for Customer Service. This will guide you in learning how to set up live chat. Your agents will then be able to start accepting conversations initialized in a chat widget on your website.

• First, make sure you have an active Dynamics 365 Customer Service subscription.


• Then, enable Omnichannel for your organization within the Dynamics 365 administration settings.


• Next, configure the channel integration framework (CIF) to set up the live chat channel.


• Afterwards, set up the pre-chat and post-chat surveys in the portal management app.


• Create and assign roles and workstream for agents, supervisors, and administrators. This ensures that the incoming chats are assigned to the appropriate agents.


• Lastly, place the chat widget on your website. This can be customized according to your preference and brand guidelines.

Setting Up Live Chat in Omnichannel: A Deep-Dive

The setup of live chat in Omnichannel is seamless with a step-by-step guide. The process begins with ensuring an active Dynamics 365 Customer Service subscription, followed by enabling Omnichannel for Customer Service. Configuring the Channel Integration Framework (CIF) comes next, allowing for a smoother connection for live chat channels. The process ends with placing the chat widget on your website, paving the way for immediate conversations between your clients and agents.

Read the full article Configuring live chat in Omnichannel for Customer Service

Learn about Configuring live chat in Omnichannel for Customer Service

The main topic of the text is about configuring live chat in Omnichannel for Customer Service of Dynamics 365. This tutorial aims to guide you on how to set up a live chat so agents can begin accepting conversations initiated via a chat widget on your website. This tutorial is aimed at people who are just starting to use Dynamics 365 Omnichannel for Customer Service.

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Keywords

Microsoft Omnichannel chat setup, Dynamics 365 live chat configuration, Setting up chat in Omnichannel, Dynamics 365 Omnichannel live chat customization, Microsoft Omnichannel customer service chat installation