Quickly configure a chat widget

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.

Use the Omnichannel admin center app to quickly configure and add a chat widget to your portal to chat with your website visitors. To configure a chat widget and embed it in portal, you must:

Step 1: Create a workstream for chat

  1. Sign in to Dynamics 365, and open the Omnichannel admin center app.

  2. In the site map, go to Workstreams in General Settings, and select New from the command bar.

  3. On the Create a workstream dialog box, do the following:

    • Name: Specify a workstream name
    • Work distribution mode: Select Push or Pick.
    • Type: Select Messaging.
    • Channel: Select Chat.

    New work stream.

  4. Select Create.

Step 2: Configure a chat widget

  1. On the workstream page that you created, select Set up chat.
  2. On the Live chat setup wizard that appears, enter the details. More information: Configure a chat widget in Omnichannel admin center.

Step 3: Embed chat widget in portal

Note

The chat widget requires session storage and local storage to be functional in your customers’ browsers. Make sure to notify your customers to enable cookies in their browsers so these services can work properly.

Follow these steps to embed your chat widget into a Power Apps portal. For steps to embed your chat widget into your website, see Embed chat widget in your website or Power Apps portal. For steps to embed your chat widget into mobile experiences, see Render a live chat widget on the mobile app.

  1. Open the Portal Management app.

  2. Go to Portal > Content Snippets.

  3. Find the Chat Widget Code content snippet and open it.

    Go to Chat Widget Code content snippet in portal.

  4. On the General tab, scroll down to the Value (HTML) section.

  5. Paste the chat widget snippet code in the HTML tab.

    Paste code snippet of a chat widget.

  6. Save the changes. The chat widget is now embedded into the portal. By default, the chat widget is displayed in minimized mode as follows:

    Chat widget in minimized mode.

You can maximize the chat widget by selecting it.

Chat widget in maximized mode.

See also

create workstreams for unified routing
Configure work classification
Configure a chat widget
Embed chat widget in your website or Power Apps portal
Supported browsers for live chat widget
Render a live chat widget on the mobile app