Omnichannel for Customer Service Guide

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.

Get started

  • Omnichannel for Customer Service introduction
  • Pre-requisites and system requirements
  • Provision Omnichannel for Customer Service
  • Upgrade Omnichannel for Customer Service
  • Assign roles and enable users
  • Quickly configure a Chat widget
  • I'm an administrator

  • Omnichannel administrator
  • Understand unified routing and work distribution
  • Understand and create work streams
  • Configure a Chat channel
  • Configure an SMS channel
  • I'm an agent

  • Omnichannel agent
  • Use on Omnichannel for Customer Service
  • Use on Unified Service Desk
  • I'm a supervisor

  • Configure to view intraday insights dashboard
  • Configure Dynamics 365 omnichannel insights dashboard
  • Introduction to Intraday insights dashboard
  • Introduction to Dynamics 365 omnichannel insights
  • I'm a system customizer

  • Omnichannel system customizer
  • Customize the customer summary form
  • Customize the conversation form
  • Create configurations in Unified Service Desk
  • Configure notifications in Unified Service Desk
  • I'm a developer

  • Initiate a chat
  • Send authentication token
  • Manage custom context
  • Enable a bot to escalate and end conversation
  • JavaScript API reference for Live chat SDK
  • Videos

  • Overview of chat and omnichannel capabilities in Dynamics 365 Customer Service
  • Overview of omnichannel chat setup in Dynamics 365 Customer Service
  • Overview of omnichannel agent experience in Dynamics 365 Customer Service
  • Overview of omnichannel real-time sentiment analysis in Dynamics 365 Customer Service
  • Overview of omnichannel historical reporting in Dynamics 365 Customer Service
  • Related apps & framework

  • Customer Service Hub Help
  • Unified Service Desk Guide
  • Dynamics 365 Channel Integration Framework Guide