Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Important
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In addition to requesting support through live chat channels, Omnichannel for Microsoft Dynamics 365 Customer Service helps your organization extend its service offerings to some of the most common social messaging platforms that are being used today. This module examines how to use and incorporate different social messaging platforms into an Omnichannel for Dynamics 365 Customer Service deployment.
Learning objectives
In this module, you'll:
- Examine which channels are available and review the prerequisites for getting started with social messaging.
- Discover the procedure for creating social messaging work streams.
- Review the process for configuring a Facebook message channel and defining Facebook pages.
- Learn about the process for configuring a LINE message channel.
- Learn about the process for configuring a WhatsApp message channel by using Twilio.
- Review the process for adding a WeChat message channel.
Prerequisites
Social functionality must be enabled in the Omnichannel organization where agents work. Organizations must have the appropriate pages, accounts, and other required items for each social messaging provider that they use.