Asynchronous channel support

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.

Card support

Channel Adaptive card Hero card Receipt card Thumbnail card Signin card Audio card
Microsoft Teams
Facebook ⚠🔶 🌐
LINE ⚠🔶 🌐
Custom (Telegram) ⚠🔶 🌐
Custom (Direct Line)

Note

The Direct Line channel supports all the above mentioned cards, but it's up to the client to implement them.
Video card support can be achieved by adding the video URL in the adaptive card.

✔: Supported - Card is supported fully with the exception that some channels only support a subset of Card Actions and/or may limit the number of actions allowed on each card. Varies by channel.

⚠: Partial support - Card may not be displayed at all if it contains inputs and/or buttons. Varies by channel.

❌: No support

🔶: Card is converted to image

🌐: Card is converted to unformatted text - Links may not be clickable, images may not display, and/or media may not be playable. Varies by channel.

These categories are intentionally broad and do not fully explain how every card feature is supported in each channel due to the many possible combinations of cards, features, and channels. Please use this table as a base reference, but test each of your cards in the desired channel(s).

For more information, refer to these external sources:

Suggested actions support

Suggested action is supported fully with the exception that some channels may limit the number of actions allowed. The number of actions supported varies by channel.

Channel Suggested actions support
Microsoft Teams No
Facebook Yes
LINE Yes
Custom messaging (Telegram) Yes
Custom messaging (Direct Line) Yes

File attachment support

You can enable file attachments on the General settings tab of a channel so that customers and agents can send files as attachments. Inbound attachments refer to attachments that customers send to agents, and outbound attachments refer to attachments that agents send to customers. For more information about file attachments, see Enable file attachments.

Channel Inbound attachments Outbound attachments
Facebook Image, Audio, Video, Documents, Gif, Emoji Image, Audio, Video, Document, Gif
Twitter Image, Video, Gif, Emoji Image, Video, Gif
Microsoft Teams Image, Audio, Video, Documents, Gif, Emoji Image, Audio, Video, Documents, Gif
LINE Image, Audio, Video, Gif Image, Audio, Video, Documents, Gif
WeChat Image, Audio, Video Image, Audio, Video
WhatsApp Image, Audio, Video, PDF Image, Audio, Video, PDF
SMS (Twilio) Image, Video, Gif, Emoji Image, Audio, Video, Gif
Custom (Telegram) Image, Audio, Video, Documents, Gif, Emoji Image, Audio, Video, Documents, Gif
Custom (Direct Line) All types except blocked types in org All types except blocked types in org

Note

  • For Microsoft Teams, when a customer sends an emoji from the Teams client, the agent will receive a .png image. When an agent sents a .gif image outbound, the customer will receive a .png image.
  • The Direct Line channel supports the above attachment types, but it is up to the client to implement them.
  • For LINE inbound and outbound messages, when a .gif image is sent, the recipient will receive a .jpg image.
  • For WhatsApp messages, when a customer sends an attachment in document format (for example, a .docx, .xlsx, or .txt file), the agent will receive the attachment name as message text. We recommend converting documents to PDFs to send as attachments.

Emoji support

Channel Emoji behavior
Facebook Yes. Emoji in text, like “😀”
Twitter Yes. Emoji in text, like “😀”
Microsoft Teams Yes. Emoji in .PNG image
LINE Yes. When an emoji is sent, the recipient sees a sticker.
WeChat Yes. When an emoji is sent, the recipient sees characters, like :-)
WhatsApp Not supported.
SMS (Twilio) Yes. Emoji in text, like “😀”
Custom messaging (Telegram) Yes. Emoji in text, like “😀”
Custom messaging (Direct Line) Yes. Emoji in text, like “😀”

Note

The Direct Line channel supports emojis, but it's up to the client to implement them.

Sticker support

Channel Sticker behavior
Facebook Yes, as .png image
Twitter Not supported.
Microsoft Teams Not supported.
LINE Not supported. Recipient sees "Sticker" text.
WeChat Not supported. Recipient sees "Unsupported message" text.
WhatsApp Not supported.
Custom messaging (Telegram) Not supported.
Custom messaging (Direct Line) Yes, as sticker image

Note

The Direct Line channel supports stickers, but it's up to the client to implement them.

Social profile support

Omnichannel for Customer Service creates a social profile for incoming requests from asynchronous channels. When a social profile is created for a conversation within a channel, later conversations will be linked to the same social profile for this channel.

With social profiles, you can do the following:

  • Automatically identify customers on social channels
  • Display the customer name or phone number with conversations on the agent dashboard
  • Send outbound messages
Channel Social profile support
Facebook Yes
Twitter Yes
LINE Yes
WeChat Yes
WhatsApp Yes
Custom messaging (Telegram) Yes

See also

Overview of channels
Bring your own custom messaging channel: Direct Line bot
Configure custom messaging channel Enable file attachments