View communication panel
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.
The communication panel is where you, as an agent, interact with your customer. When you sign in to the application, the communication panel is in hidden mode by default. You cannot view the communication panel unless you accept an incoming conversation to communicate with the customer.
From a conversation channel, you can do the following tasks:
- Send quick replies.
- Search for and share knowledge articles with the customer with whom you are interacting.
- Transfer the conversation (work item) to another agent or queue.
- Use the consult option if you need help to resolve the work item.
- Switch between internal and public mode to send messages to the internal participants (other agents and/or supervisors).
Enhance agent productivity using keyboard commands
The communication panel has options that you can use to perform actions, such as see quick replies, consult, and transfer, and launch notes control. You can also use keyboard commands to perform these actions.
In the communication panel, you can see the following options:
|1||Public||Send messages to public||
|2||Internal||Send messages to internal users||
|3||Quick replies||Send templatized messages||
|4||Consult||View list to consult with other users||
|5||Transfer||View list to transfer the request||
|6||Notes||Take notes specific to conversation|
|7||Knowledge articles||Search for knowledge articles and share||
|8||Link to conversation||Link the record to this conversation|
|9||Customer sentiment||View real-time customer satisfaction levels|
Send messages using the Public and Internal modes
The communication panel allows you to send messages in two modes: Internal and Public.
When you want to send messages only to the internal participants like other agents and/or supervisors and not customers, then use the Internal option.
When you want to send messages to all the participants in the conversation including the customer, then use the Public option.
You can use the keyboard commands to send internal and public messages:
/i – Type the forward slash (/) key and the letter i to send an internal message to other agents and/or a supervisor.
/p – Type the forward slash (/) key and the letter p to send a public message to all the participants in the interaction.
Send template-based messages in chats
The communication panel allows you to send predefined messages to a customer with whom you're interacting. These predefined message templates are stored as quick replies. Select the Quick replies button to retrieve the messages and send them to the customers and/or internal participants.
You can use a keyboard command to see the list of quick replies. Type the forward slash (/) key and the letter q (/q). When you type /q, the Quick replies panel is displayed.
Search for messages
After you type /q in the communication panel messaging area, you can continue typing any keywords and if the Quick replies library has at least one message associated with the word, it is filtered and displayed to you.
Consult with agent or supervisor
The communication panel allows you to consult with other agents and/or supervisors using the consult option. You can invite the agent or supervisor by selecting the Consult button in the communication panel.
You can use a keyboard command to see the list of agents and/or the supervisor who are available for consultation. Type the forward slash (/) key and the letter c (/c).
We recommend inviting a maximum of five consulting agents when conversing with the customer.
Search for consulting participants
After you type /c in the communication panel messaging area, you can continue typing the name of the participant and if it is present, the names are filtered and displayed to you.
Transfer the conversation
The communication panel allows you to transfer a conversation request. You can transfer the conversation (work item) either to an agent or a queue.
You can transfer a request only to agents who are configured in the same work stream and queue. If the request belongs to another queue and you transfer the request, routing rules assign the conversation (work item) to the appropriate agent in the queue.
Use the keyboard command to see the list of agents and/or the supervisor who is available for transfer. Type the forward slash (/) key and the letter t (/t).
Use the keyboard command to see the list of queues to transfer the conversation request. Press the forward slash (/) key and the letters T and Q (/tq).
/t (forward slash, letter t) launches the Agent and Queue tabs. Select either tab and then select the agent or the queue from the list to transfer the conversation. The /t command keeps the focus on the Agent tab whereas the /tq command keeps the focus on the Queue tab.
When skill-based routing is enabled, then during the transfer, the Transfer panel shows users sorted in the order of matching skills. A check for agent skills is not done by the app and the conversation can be transferred to any agent irrespective of the skill match.
When a conversation needs to be transferred from one queue to another, the matching criteria that was used in the conversation will be reused to find an agent in the new queue. For example, if exact match had been used to attach the skills to the conversation, the same criteria will be used to find the agent in the new queue.
Search agents or queues for the transfer of a conversation request
After you type /t or /tq in the communication panel messaging area, you can continue typing the name of the participant and if it is present, the agent or queues names are filtered and displayed to you.
Take notes specific to conversation
Use the notes option to capture information specific to the conversation when you interact with customers. Use the option in the communication panel to launch the notes.
To learn more, see Take notes specific to conversation.
Search for and share knowledge articles
From the communication panel, you can search for relevant knowledge articles based on the context of the session and share it with the customers through the communication panel. Use the command to launch knowledge articles search.
/kb (forward slash, letter K, and letter B) is the keyboard command to launch the knowledge articles search control. You can search and share the article with the customer through the communication panel. Use the Send link button to share the knowledge article link with the customer.
To learn more, see Search for and share knowledge articles.
Link to conversation
When you have a conversation with a customer, you can link the conversation to the record (case or account/contact).
To learn more, see Search, link, and unlink a record to the conversation.
Monitor real-time customer satisfaction
As an agent, you can view the real-time customer satisfaction levels on the communication panel. A sentiment icon is displayed at the top of the communication panel based on the previous six customer messages sent to you.
To learn more, see Monitor real-time customer sentiment
Monitor real-time customer sentiment
Introduction to the agent interface
Manage presence status
View customer summary and know everything about customers
Search for and share knowledge articles
Take notes specific to conversation
View customer summary for an incoming conversation request