Modern administration experience for Omnichannel chat and digital messaging


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 10, 2021

Business value

With the modern administration experience, administrators can easily start the first chat conversation with only a few clicks and see the immediate value of chat conversation powered by Omnichannel for Customer Service. The modern administration experience is intuitive to follow and allows administrators to quickly understand and perform the configuration steps.

Feature details

Introducing the first-run experience to help administrators automatically set up the chat channel and start the first chat conversation. Also, introducing the modern administration experience to guide administrators to set up the end-to-end configurations in Omnichannel for Customer Service.

The key highlights of this feature include:

  • First-run experience of chat channel.
  • Streamlined and simplified administration user experience of work stream, queue, and global setting configurations for digital messaging channels.

See also

Get started with Omnichannel admin center (docs)