Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from within our topics / authoring canvas. But what if your customers are getting frustrated with a BOT that doesn’t understand them? In this post I will explain how we can use the “system fallback” setting to help with that scenario.
I have recently moved from using the original Omnichannel Administration app to the newer Omnichannel Admin Centre. If like me you want to use the newer admin experience you will need to migrate your current workstreams. In this post I will explain the process I followed.
Customer Service Workspace for Microsoft’s Dynamics 365 gives us the ability to open sessions and tabs in customer service scenarios. This can be very useful when an agent is juggling resolving multiple cases simultaneously. When they open a case it will be common to open the customer record, in this post I will show how…
I recently read about the ability to simplify the user navigation in Microsoft’s Dynamics 365 Omnichannel for Customer Service and Customer Service Workspace apps. I’m all for something that might reduce my mouse clicks! In this post I will explain how I configured this option and give my initial thoughts.
Within Omnichannel for Customer Service we can enable Power BI based dashboards to give insights into your customer communications across all your messaging channels. In this post I will review how to enable these dashboards and what information your supervisors will then be able to view.
We now have the capability in Microsoft’s Omnichannel for Customer service to commence outbound conversations with our customers using SMS, WhatsApp and Twitter. In this post I will give an example of how we’d configure an outbound SMS.
Microsoft’s Omnichannel for Customer Service supports the WhatsApp channel, in this post I will explain how I configured this to work in my environment.
Microsoft’s Omnichannel for Customer Service supports two providers for sending SMS, Telesign and Twilio. I have already described the process for Telesign in another post. In this post we will look at how to configure SMS using Twilio.
A new feature has recently been added to Microsoft’s Omnichannel for Customer Service that can be used to trigger sound notifications when messages arrive.