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How to configure a channel provider for your Dynamics 365 organization

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Using the Dynamics 365 Channel Integration Framework solution, you can configure channel providers.

To configure channel providers:

  1. Sign in to Dynamics 365.

  2. Search for and select Channel Integration Framework.

Dynamics 365 dropdown button to find Channel Integration Framework.

  1. Select New to add a new provider.

  2. In the New Channel page, specify the following:

Field Description
Name Name of the channel provider.
Label The label is displayed as the title on the widget.
Channel URL The URL of the provider to host in the widget. See the JavaScript APIs on how to develop communication widgets with Dynamics 365 Channel Integration Framework.
Enable Outbound Communication When a phone number is selected on the Dynamics 365 Unified Interface page, the widget initiates the call or outbound communication.
Channel Order The order of precedence of the channel providers.
API Version The version of the Channel Integration Framework APIs.
Trusted Domain An additional domain if the initial landing URL and the final domain from which the communication widget is hosted are different. Add the domain (URL) to access the Channel Integration Framework APIs.
Select the Unified Interface Apps for the Channel The list of Unified Interface apps where the channel is displayed for the agents.
Select Roles for the Channel The security roles that are present in Dynamics 365.
Note: If you do not assign any role, the channel provider is shown to all users assigned for the Dynamics 365 Unified Interface app.
Custom Parameter This takes a text blob as input and Microsoft.CIFramework.getEnvironment will return this as value of key customParams.

Channel provider configuration.

Note

The msdyn_ciprovider entity is accessible only for the administrator roles and hence the panel will not load for a non-administrator roles. To load the panel for the non-administrator roles, create a new role and provide read-access to the msdyn_ciprovider entity. Now, add the role to the users who will be accessing the Channel Integration Framework.

  1. Launch the Unified Interface app to see the communication widget on the right side.

The communication widget in the minimized mode

Communication widget in the minimized mode.

The communication widget in the expanded mode

Communication widget in the expanded mode.

See also

Enable outbound communication (ClickToAct)
Microsoft.CIFramework.getEnvironment
Configure channel provider in Channel Integration Framework version 2.0
FAQs for Channel Integration Framework
Bring your own channel