View customer summary for an incoming conversation request

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.

Scenario 1: Incoming conversation request for an existing customer record

When you receive an incoming conversation request, you see a notification and accept the request, a session starts and the Customer summary page appears with the details of the customer and case.

Scenario 2: Incoming conversation request with an associated record

When you get an incoming conversation request, you see a notification and accept the request. However, if there are no records present in Omnichannel for Customer Service based on the incoming conversation request, you can create a record. To learn more see, Create a record and Link a record.

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