View notifications

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.

A notification is a visual alert that appears each time you get a chat or an SMS conversation request from a customer. When you get the notification, you see the details about the customer with whom you're going to interact. When you accept the request, a session is started, and you can view the contextual information of the customer and case on the Customer summary page.

Here are some scenarios where you might receive notifications:

• Case assignment if record routing is configured using workstreams for unified routing

• Incoming chat conversation

• Incoming SMS conversation

• Conversation (work item) assignment

• Conversation transfer

• Conversation escalation

• Conversation escalation from a bot

Receive notifications when the app is in the background

You'll receive desktop notifications when the Customer Service workspace or Omnichannel for Customer Service app isn't in focus. The desktop notification helps ensure that you don't miss any conversation requests. Some scenarios where the app isn't in focus include:

• You've minimized the app.
• You're working in another browser window.
• You're working on another tab of the browser.

You can accept or reject the conversation request by selecting a button on the desktop notification. When you accept the conversation request, the app is made active and displayed to you, and a session is started.

If you select the notification message body and not a button, the app is made active and the notification is displayed to you in the app. Then you can choose to accept or reject the conversation by selecting the appropriate button.

The wait time that's configured by your administrator applies to the desktop notification, but doesn't display the wait time on the desktop notification.

That is, your administrator has configured the wait time as 90 seconds and set the Show Timeout field to No. Now, when you get a notification, the wait time won't be displayed on the notification. However, you've 90 seconds to take action. More information: Manage notification templates and settings

Note

The desktop notification theme is based on the Windows operating system theme and settings.

Allow your browser to show notifications

To get desktop notifications, you need to allow your browser to show notifications. When you get a browser notification, you need to select Allow.

Types of notifications

There are two types of notifications:

• Toast notifications: Also known as floating notification is a notification message type where you receive information in a dialog that disappears after a stipulated time. This type of notification appears for conversation (work item) assignments, conversation escalations, and conversation transfer scenarios.

• Alert notifications: Is a type of notification where a dialog appears with action buttons. When you select the Accept button, a screen pops up with the customer summary details. You need to take an action within the stipulated time and the notification disappears when the time is up.

Incoming chat notifications

You receive a notification for an incoming chat request. When you accept the chat request, you'll see details about the customer in the Customer summary page. A simultaneous session starts, and a chat window expands so you can exchange messages with the customer.

The details you'll see for a chat channel are as configured by your administrator.

Case assignment notification

If record routing is configured using unified routing and notifications are enabled, then when a case is assigned to you, you'll receive a notification with the open item option. You can't reject the assignment, and irrespective of the notification timeout, the case will be assigned to you.

Incoming SMS notification

When you receive a notification for an SMS conversation request and you accept the SMS request, a session starts, and the communication panel appears in which you can exchange messages with the customer.

The customer is identified based on the Mobile Phone field information stored in the Contact record in Dynamics 365 Customer Service. That is, if the incoming SMS conversation is from a phone number stored in the mobile phone field of a Contact record, the conversation is automatically linked to the record.

The details you see for an SMS channel are as configured by your administrator.

Missed notifications

Important

• The alert is displayed only when the missed notifications feature is enabled by your administrator.
• Missed notification alerts are not supported in Omnichannel for Customer Service on Unified Service Desk.

When you don't respond to an incoming conversation notification, you'll see an alert at the top of your dashboard and your presence status will be set to inactive. You can respond to the alert or change your status. Your presence will be reset to the status that was last defined by the system. You won't be assigned new tasks until your presence is reset to a state in which you can be assigned tasks, which is based on the allowed presence set in the workstream. Your supervisor can also reset your presence.

Notification time-out and rerouting of conversations

When you don't respond to an incoming conversation notification, the conversation will time out based on the time-out settings configured by your administrator and be rerouted.

Sometimes, you might see that conversations have been assigned to you without notifications showing up. This can happen when the notifications are sent by the system, but they aren't seen because you had either closed the browser, navigated away from the app page, or had lost network connectivity before the notifications could be displayed. In such a case, while the system might take a few seconds to mark you as unavailable, it ends up assigning conversations to you. The conversations are then rerouted after eight minutes.

Maximum session limit notifications

When you already have 10 sessions open, which is the maximum multi-session limit, and a new work item comes in, you'll see an alert at the top of your dashboard and your presence status will be automatically set to Do not disturb. You won't be assigned new tasks until your presence is reset to a state in which you can be assigned tasks, which is based on the allowed presence set in the workstream. Your supervisor can also reset your presence.

Agent reject notifications

Important

• This alert is displayed only when the agent reject feature is enabled by your administrator.
• Agent reject notification alerts aren't supported in Omnichannel for Customer Service on Unified Service Desk.

When you reject a work item notification, you'll see an alert at the top of your dashboard and your presence status will be set to Do not disturb. You can respond to the alert or change your status. Your presence will be reset to the status that was last defined by the system. You won't be assigned new tasks until your presence is reset to a state in which you can be assigned tasks, which is based on the allowed presence set in the workstream. Your supervisor can also reset your presence.

See also

View customer summary and know everything about customers
View communication panel
Monitor real-time customer sentiment
Manage presence status
Search for and share knowledge articles
Take notes specific to conversation
View customer summary for an incoming conversation request
Manage notification templates and settings