Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
General
What regions are supported?
Refer the list of supported regions at International availability of Microsoft Dynamics 365.
What platforms are supported?
You can find information about supported platforms and other prerequisites in Prerequisites and system requirements.
Where can I submit an idea for a new feature or enhancement?
Submit your ideas and feedback on our Ideas forum.
Is there a forum for me to engage with and discuss issues with the broader community?
Yes, our Community Forum is the place where you can engage with the community at large.
How do I get help with the issues I face?
Contact Dynamics 365 support to get help with your issues.
What channels are supported in Customer Service or Dynamics 365 Contact Center?
Learn about the supported channels in Overview of channels.
Are Chat and the associated omnichannel capabilities available as part of my Dynamics 365 Customer Service license?
Learn more about licenses and pricing in Dynamics 365 Licensing Guide.
How do I get started?
Sign up for a trial using these Instructions. Learn more in Provision channels for setting up channels in your organization.
Representative experience
Can I work on cases along with chats?
Yes. You can work on cases alongside customer conversations in different sessions. You can open case sessions from the dashboards and grids using gestures. Learn more about starting a session in Manage sessions in Omnichannel for Customer Service.
Can I work on non-Microsoft communication widgets built using Dynamics 365 Channel Integration Framework in the Copilot Service Workspace app?
You should continue to use the non-Microsoft communication widgets in the single-session Unified Interface apps like Customer Service Hub. Support for integrating third-party channels is available in Dynamics 365 Channel Integration Framework v2.
Can I open Copilot Service workspace in multiple browser tabs, windows or devices?
Dynamics 365 Contact Center supports notifications across browser tabs or devices, however sessions started in one tab cannot be transferred to other tabs. We recommend that you don't open Copilot Service workspace in multiple browser tabs or windows. The app is inherently designed to help customer service representatives (service representatives or representatives) work in a multisession environment wherein each session has contextual application tabs. The sessions aren't synced across browser tabs.
What happens if I accidentally close the browser, refresh entire page, or browser crashes?
If you accidentally close your browsers, your currently open sessions and tabs opened inside them are lost. However, if you entered some data on the model-driven forms where AutoSave is enabled, they're saved into model-driven apps.
Ongoing chat and voice conversations appear on your Omnichannel Agent Dashboard. You can pick the chat or voice call from the dashboard and resume the conversation. The system preserves the chat or voice call conversation, and you can review the previous chat messages. If you were working on case sessions, you can reopen them using the gestures. For information on starting a session, go to Manage sessions in Omnichannel for Customer Service.
To restore browser sessions after the browser reopens, see session restore (preview).
Does consult work for managers and supervisors only?
No. You can consult with any available service representative in the queue from which the chat originated. The consult list shows you representatives in the queue who can take more chat requests.
Can a representative who receives a consult also initiate a consult or transfer?
No. Only the primary representative of the chat can initiate transfers or consults. If the chat is transferred to another, the receiver becomes the primary representative and can initiate further transfers or consults.
Why are my representatives not receiving any new conversations?
New conversation requests are assigned to a representative when:
- A new chat request comes in.
- The incoming chat request is assigned to a queue that matches the representative’s assigned queues. You can review the queue and workstream for an incoming chat in the Omnichannel Conversation Dashboard.
- The representative presence is set to an Allowed Presence for the workstream.
- The representative has capacity to receive the incoming chat from the workstream. Remaining capacity can be checked by tallying up the items assigned on the representative’s dashboard – including Active and Wrap-up – against the representative’s configured maximum capacity.
Who can access internal messages?
Only representatives and supervisors can access internal messages.
What does the timer in the communication panel represent?
The timer in the communication panel represents how long the current session tab has been open. If the chat moves into a wrap-up state, the timer is reset and incremented accordingly to show the wrap-up time. If the conversation is closed and reopened later, the timer is reset.
How do I open chats on my dashboard?
For information about managing work items from your dashboard, go to View agent dashboard and agent work items.
Where are conversations stored and how can I access them?
Conversations and sessions are stored as activity types within the model-driven apps. Learn more in View conversation and session activity types in the Model-driven apps.
FAQ on agent presence
This section helps answer some of the questions on how presence works.
When is the manual override of presence cleared?
The system clears your manual override when you become inactive or sign out from the application.
If the representative is disconnected for less than 2.5 minutes, what does the system do?
If the representative is disconnected and signs in within 2.5 minutes, the system retains the presence that the representative had at the time of disconnection. After 2.5 minutes, their presence is calculated afresh.
What factors are considered in presence refresh?
If the default presence set by the administrator is "Away" or "Offline", then the system sets the agent presence to the default setting. Otherwise, the system calculates the presence based on the representative's used or released capacity.
Administrator experience
How does automatic record identification work with pre-chat fields?
If you're using multiple fields for automated record identification, they must all be an exact match. Learn more in Automatically identify customers using pre-chat responses.
What do I do if the instance I want isn't available when I provision Dynamics 365 Contact Center?
If you have instances in more than one region and provision Dynamics 365 Contact Center without selecting the correct region, you might not be able to find the instance you're looking for. Learn more in Instance unavailable to select on the provisioning application.
What do I do if I get an error when provisioning Dynamics 365 Contact Center?
If you get an error that says, "Unable to perform the requested operation..." or "Request validation failed" when provisioning Dynamics 365 Contact Center, it might be caused by signing in on the child business unit rather than the root, or because you're missing read permissions. Learn more in "Unable to perform the requested operation..." or "Request validation failed" error when provisioning Omnichannel.
What do I do if my dashboards (Omnichannel Agent Dashboard, Omnichannel Conversation Dashboard, Tier 1 Dashboard, Tier 2 Dashboard) aren’t showing up?
When you use the Omnichannel for Customer Service app on Unified Service Desk or on the web, the Active Omnichannel Agent Dashboard view doesn't show certain dashboards like Tier 1 Dashboard, Tier 2 Dashboard, Knowledge Manager, and My Knowledge Dashboard. Learn more in Dashboards don't appear in Omnichannel for Customer Service active dashboards view.
How long does a configuration change to the Dynamics 365 Contact Center and unified routing settings take to update?
All configuration changes to a feature or setting, such as updating a queue membership or workstream setting, can take up to 15 minutes to reflect.
How can I bring custom entities, forms, and dashboards into the Omnichannel for Customer Service app?
The Copilot Service workspace app can be customized to include custom dashboards and custom forms the same as any Unified Interface app module. The sitemap can be updated to include custom entities, and default forms can be changed to load custom ones for the entities. All Microsoft Dataverse entities and pages are compatible with the Copilot Service workspace app.
Can I customize the Conversation Summary form?
Yes. For a list of supported customizations, go to Customizations supported by the Conversation form.
What is the application ID field on the application user form?
The application ID is a mandatory field for creating application users in Dataverse. You can copy any application ID for any valid (non-expired) application created in Microsoft Entra ID for the same tenant into this field.
Supervisor experience
Can I monitor conversations for all channels?
Yes, you can monitor conversations for the voice channel and all messaging channels, including async channels.
Why am I not able to access the supervisor dashboards in my app?
Make sure that the Omnichannel supervisor role is assigned to the user.
Why are my Chat Insights and Sentiment dashboard reports empty?
By default, the reports are installed with only a data connection. Once you start using chat and sentiment features, the data populates.
How far can I go back in the historical report?
A maximum of 12 months or the most recent 100,000 records. The limitation of 100,000 records is a Power BI data limitation.
Can I customize reports?
Yes, you can customize the visualizations by editing the report in Power BI.
How frequently does the data refresh?
The dataset for the Live Monitoring report is real time. If a report is refreshed or filters are changed, the data is updated as per the current state of the system.
Why am I not able to access more than 100 representatives while using filters in Omnichannel Ongoing Conversations dashboard?
By default, the application only displays 100 representatives at any given time while filtering the conversation on the Omnichannel Ongoing Conversations dashboard. The list is displayed alphabetically. For example, you have 200 representatives in your organization, and 100 of them have names that start with the letters A through D, the application only displays those. The rest of the representatives with names that start with letters E through Z aren't listed.
What controls are in place to limit the exposure of representative performance KPIs within my organization?
These controls are in place for exposing the data in reports:
- Access to the Power BI reports is controlled by Power BI access roles, and sharing within the representative app.
- Access to the Ongoing Conversation dashboard is controlled by the Omnichannel supervisor Dynamics role.
- Sentiment can be turned on or off in Copilot Service admin center. Learn more in Enable sentiment analysis.
Chat widgets
Can I have the widget show on different pages or different websites?
The widget can show on any portal you want. You can copy the HTML script tag anywhere to make it appear on specific pages, a different Power Apps portals, or a custom portal as well.
If I have the widget on multiple pages or websites, what happens when I navigate across the pages with an ongoing chat?
The same widget persists the chat as you cross different pages or websites.
Does the live chat widget meet the Web Content Accessibility Guidelines to publish to external websites?
Yes, the live chat widget meets Microsoft Accessibility Standards, which include the Web Content Accessibility Guidelines (WCAG). Learn more about Microsoft accessibility policies in the Trust Center.
Routing and work distribution
Can I route chats based on custom variables that we pass through code on my portal?
Yes, you can create custom context variables and create routing rules based on them. Learn more in the following articles:
Can routing in Dynamics 365 Contact Center be used for other external channels (for example, my phone calls)?
Yes. In Dynamics 365 Contact Center, routing can be used to route chat, SMS, and voice conversations.
SMS
Can I communicate with customers using outbound SMS?
Yes. To send outbound SMS, you must first configure the SMS channel using Twilio or Azure Communication Services. You can then create message templates, and use them to communicate with multiple customers.
Learn more in the following articles: Configure an SMS channel for Twilio, Configure an SMS channel using Azure Communication Services, and Create message templates.
Does the SMS channel automatically identify the customer?
Yes, Omnichannel system automatically identifies the customer based on the incoming phone number. It looks for phone numbers in the Mobile Phone field of Contact records or the Phone field of Account records. Ensure that the phone number in these fields has the country code along with the plus sign (+) without any spaces or special characters. For example, this format would be correct: +14251234567.
Can I send automated SMS responses?
Yes. In Omnichannel for Customer Service, you can send automated messages based on system-triggered or user-defined events. Learn more in Configure outbound messaging.
Is there anything unique about the way SMS messages are routed to representatives?
All channels integrated into Omnichannel for Customer Service have the same routing capabilities, including SMS. You can create routing rule items with conditions based on Account or Contact entities. Other entities (Case, Context variable, and SMS Engagement Context) aren't supported at this time and shouldn't be used for creating conditions in routing rule items in an SMS workstream.
AI agent
Can a non-Microsoft agent be integrated with Dynamics 365 Contact Center through this feature?
AI agents created in Copilot Studio or Microsoft Bot Framework only can be integrated at this time.