Add Pre-Chat Questions to a Widget in Omni Channel Engagement

When a customer first opens with a live chat widget and even before they ask a question, it can be really helpful for the agent who accepts the incoming message to already have some information about that customer. This post looks at how to make this possible using pre-chat questions in Dynamics 365 Omni Channel Engagement.

Linking records to a Conversation in Omni Channel Engagement

We covered in a previous post what the conversation entity is in Omni Channel Engagement. One of the most fundamental actions in a Conversation is linking records to it to get better context of a customer’s current situation. This post will cover what linked records are and why they are so meaningful when working with a Conversion within the Omni Channel application.

Setting up Agent Scripts in Omni Channel Engagement

Scripts are an awesome feature in Omni Channel Engagement that are designed to give ‘Agents’ ie. Users the ability to have a script within the same window they are talking to the customer in. This provides a way of standardising operating procedures and ensuring customers not only get a great level of service but essential things are being asked, such as security questions. This feature is great for training new staff, managing high turnover of call centres and more. This post covers how to set up Agent Scripts in Omni Channel Engagement.

What is a Session Template in Omni Channel Engagement?

You might have come across Sessions already in Omni Channel Engagement and I cover exactly what they are in this previous post. Session Templates also exist. They manage the setup of quite a few things, including Agent Scripts. Learn more about what they are in this post!