Dynamics 365 Channel Integration Framework v2

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 24, 2020

Business value

Dynamics 365 Channel Integration Framework v2 helps customers who already have a telephony provider easily integrate that provider into a seamless agent experience in Omnichannel for Customer Service. Agents can avoid toggling between tools and instead handle customer calls coming in through their telephony provider and take conversation requests all in the agent experience in Omnichannel for Customer Service.

Feature details

Here are the new features introduced in Dynamics 365 Channel Integration Framework version 2.0:

  • Integration with the multi-session experiences in Omnichannel for Customer Service.

    Dynamics 365 Channel Integration Framework version 2.0 provides APIs to integrate with the multi-session experiences in the Omnichannel for Customer Service app. These APIs allow providers to show notifications on incoming conversations with relevant information, start new sessions for conversations from predefined templates, and open application tabs when needed. For more information about the new agent experience, see Agents using Omnichannel for Customer Service app.

  • New modes and locations for the conversation control.

    Providers can define experiences for the minimized mode of the conversation controls they build. Agents can manually change the mode of the control from docked to minimized and vice versa. They can also change them programmatically.

  • Support for multiple providers.

    Using Dynamics 365 Channel Integration Framework version 2.0, organizations can configure multiple providers in the Omnichannel for Customer Service app. This enables agents to simultaneously work on multiple sessions that cater to different customers on different channels (for example, live chat and telephony), where each of these sessions belongs to different providers.

Note

All conversation controls built using the APIs of Dynamics 365 Channel Integration Framework version 1.0 will continue to work with version 2.0 in the single-session Unified Interface apps, such as Customer Service Hub.

The new capabilities of Dynamics 365 Channel Integration Framework are available only with the Omnichannel for Customer Service app, which supports the multi-session paradigm.

See also

Channel Integration Framework (docs)