Omnichannel for Customer Service for developers
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
Live chat widget SDK
Omnichannel for Customer Service live chat widget SDK provides methods that allow you to:
- Set, retrieve, and remove custom context provider for a live chat session.
- Open an existing chat or start a new one.
- Set, retrieve, and remove authentication-token providers for a live chat session.
Start a chat
Live chat SDK JavaScript API reference
Start proactive chat
Anticipating areas where customers need help and then engaging them through chat when they have been browsing your website for some time helps improve customer experience. Omnichannel for Customer Service allows you to offer proactive chat request to your customers when you think they can use some help.
Send custom context
When a customer starts a chat, you can pass custom context to Omnichannel for Customer Service.
Display custom context
Learn how you can display the context variables in the Conversation Summary Control for a conversation on the agent user interface.
Send authentication token
Learn how you can pass an authentication token to Omnichannel for Customer Service to authenticate a customer when they start a chat.
Enable a bot to escalate and end conversation
Omnichannel for Customer Service allows you to route a conversation to a human agent when you think human intervention is required to successfully help the customer.
Enable a bot to escalate and end conversation
Close conversations automatically
Learn how you can automatically close a conversation using Web API.
runMacro API
The runMacro API allows you to execute a macro whose name was passed as a parameter in the API call.
Build a smart assist bot
Read how you can build a smart assist bot to help agents resolve customer queries faster and more effectively.
Enable bot context
Enable your Azure bot to understand context while authoring a bot flow.
Bring your own custom messaging channel
Read how you can implement a connector to integrate custom messaging channels using Direct Line Bot.
See also
Introduction to Omnichannel for Customer Service
Omnichannel for Customer Service for administrators
Omnichannel for Customer Service for system customizers
Omnichannel for Customer Service for agents
Dynamics 365 Channel Integration Framework guide
Live chat SDK JavaScript API reference
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