Use a WeChat channel

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.

Agent dashboard for WeChat channel

When you sign in to the Omnichannel Add-in for Dynamics 365 Customer Service, you can see your work items on the Omnichannel Agent Dashboard. More information: View agent dashboard and agent conversations

Prerequisites

Make sure that your administrator has configured a WeChat channel.

Incoming WeChat chat notification

You'll receive a notification when a customer requests a conversation through WeChat. When you accept the WeChat chat request, a session is started and you'll see the communication panel in which you can exchange messages with the customer.

In Omnichannel for Customer Service, you can:

• View customer information on Active Conversation form.
• View the communication panel.
• Use call options and visual engagement in live chat.
• Monitor real-time customer sentiment.
• Manage sessions.
• Manage applications.
• Use these productivity tools:
  • Use agent scripts
  • View smart-assist cards
  • Use the productivity pane
• Create a record.
• Search, link, and unlink a record.
• Search for and share knowledge articles.
• Take notes specific to a conversation.
• Understand conversation states.
• Manage presence status.
• Search for transcripts.
• View conversation and session forms.
• View the active conversations for an incoming conversation request.
• Search for transcripts.

See also

Configure a WeChat channel