Provision Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Omnichannel for Customer Service provides a modern, customizable, high-productivity app that lets agents help customers across different channels via a unified interface. It lets organizations choose the channel that suits their business needs. It also ensures that a high level of responsive, quality service is received across channels.

Note

  • Before you can provision Omnichannel for Customer Service in your organization, a Global Tenant Admin must Provide data access consent.
  • Ensure that all the prerequisites are set up before the app is provisioned. More information, see Prerequisites.

Looking for an upgrade? See Upgrade Omnichannel for Customer Service for more information.

To allow Omnichannel for Customer Service to read and write data on behalf of users, follow these below steps:

  1. Go to Data access consent URL.

  2. Sign in using Global Tenant Admin credentials.

  3. Select the checkbox Consent on behalf of your organization.

  4. Select Accept to grant data access consent.

    Grant consent

Provision Omnichannel for Customer Service application

Important

To be able to provision the Omnichannel for Customer Service application, you must have both Global Tenant Admin and Dynamics 365 System Admin permissions for your organization.

Set up Omnichannel for Customer Service

Note

Ensure that you have provided data access consent before you proceed with the setup. For more information, see Provide data access consent.

  1. In Dynamics 365 Administration Center, go to the Applications tab, select Omnichannel for Customer Service, and then select Manage.

    Manage omnichannel

    The Manage Omnichannel Instances page is displayed.

    Note

    The Omnichannel for Customer Service option will appear only if you have an active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging. For more information on pricing, click here. You can also get a free 30-day trial if you have the required prerequisites, see Try channels for Dynamics 365 Customer Service for more information.

  2. On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization instance that you add here.

    manage instances

    Important

    As an admin, you can configure Omnichannel on multiple environment (instances). You can view the status of all organization instances where the Omnichannel app has been configured in the Manage Instances view.

  3. Select the organization in the Organization Selector drop-down list.

    select org

    Important

    You must select the check box for Privacy terms, and proceed with the set up.

    Select the continue arrow Continue terms to proceed.

  4. On the Enable chat with Omnichannel page, select the check box to enable the Chat channel for your organization. To proceed with the setup, select the continue arrow.

    Enable chat

  5. On the Enable SMS with Omnichannel page, select the Select to enable SMS in your organization check box to enable the SMS channel, and to proceed with the setup, select the continue arrow.

    Enable SMS with Omnichannel

    Important

    You must select the check box for SMS Terms to enable SMS and proceed with the setup.

  6. On the Enable Facebook Messenger with Omnichannel page, select the Select to enable Facebook Messenger in your organization check box to enable the Facebook Messenger channel, and to proceed with the setup, select the continue arrow.

    Enable Facebook Messenger with Omnichannel

  7. On the Summary page, select the check mark icon to provision Omnichannel for Customer Service in your organization.

    The setup can take few mins. You may close the window and check after some time, or refresh to check if it's complete. Once the setup is complete, the selected channels are enabled in your environment.

    Summary tab on Manage Omnichannel instances page

    The organization and the enabled channels are also available in the Manage Instances view.

    Set up complete

Update Omnichannel for Customer Service application

After Omnichannel for Customer Service application is successfully provisioned, you can update the instance by enabling or disabling the required channels.

  1. In Dynamics 365 Administration Center, go to the Applications tab, select Omnichannel for Customer Service, and then select Manage.

    Select Manage for Omnichannel for Customer Service

    The Manage Omnichannel instances page is displayed.

  2. On the Manage Omnichannel instances page, choose the instance you want to update. The summary of configured channels is displayed.

    Select the Omnichannel for Customer Service instance

  3. Select the channel to be enabled. For example, in this procedure, we will enable the Facebook Messenger channel.

  4. On the Facebook tab, select Select to enable Facebook Messenger in your organization.

    Enable Facebook Messenger channel

  5. If required, you can also disable the previously enabled channel. For example, in this procedure, we will disable the SMS channel.

  6. On the SMS tab, clear the Select to enable SMS in your organization and SMS Terms check boxes to disable the SMS channel. When you clear the Select to enable SMS in your organization check box, a confirmation message is displayed to remove the channel. Select Remove.

    Disable SMS channel

  7. Select Save on the toolbar at the top of the page to start updating the instance.

  8. Once the update is complete, the status is displayed on the Summary tab.

    Update status

Note

If you disable all channels, Omnichannel for Customer Service will be removed from your organization.

See also

Upgrade Omnichannel for Customer Service
Understand and create work streams
Manage users