I’m at the moment revising for the MB-230 examination. This examination is for Microsoft Dynamics 365 and covers all elements of customer support. As I revise I plan to publish weblog posts that collectively will turn out to be a whole revision information for anybody embarking on the identical journey as me. On this put up I’ll clarify who to configure webchat.

You’ll be able to see an extract from the present expertise measured assertion beneath. What we will instantly see is that Omnichannel for Buyer Service covers a big part of the examination! And likewise that this matter consists of quite a few topics for us to revise. I plan to cowl as a lot info as doable in a set of weblog posts that ought to help your understanding of Omnichannel. On this put up I’ll focus the configuration of webchat.

My weblog additionally consists of many posts about Omnichannel for Buyer Service. You may additionally profit from studying not less than a few of these as they could dive deeper into particular matters.

Webchat (Overview)

On this put up I’ll attempt to clarify the primary issues when establishing webchat. That is vital as one of the widespread channels will probably be webchat.

I’ll start by describing the fundamental operation of chat. Beneath you possibly can see that I’m utilizing a typical demo portal for my chats. (I’ll present you easy methods to allow chat inside a portal later on this put up.) As soon as net chat is enabled a “Lets chat” widget is displayed.

When the shopper begins a chat a dialog opens they usually anticipate an agent to reply.

Assuming the agent is logged into both the “Buyer Service Workspace” or “Omnichannel for Buyer Service” apps then they may obtain a notification. Clicking “Settle for” will begin the chat.

You’ll be able to see beneath that the shopper can now chat with the agent.

Be aware:
The above was based mostly on a minimal setup of net chat. I’ve carried out that intentionally as I needed to indicate you a easy preliminary setup of webchat. Later on this put up I’ll broaden on a number of the configuration choices accessible to us. Corresponding to pre-chat surveys and extra. You need to nevertheless understand that these are revision notes, I could not cowl some choices! I encourage you to experiment with as many options as doable as a part of your revision.

Preliminary setup of webchat channel

As already talked about I wish to initially present you a quite simple setup for webchat. So on this part I’ll present you the steps concerned in creating your first chat widget.

Be aware:
I will probably be utilizing the “Omnichannel admin heart”. In case you are utilizing the older “Omnichannel Administration App” your expertise will probably be completely different. I do encourage you to make use of the “Omnichannel Admin Middle” as that’s the newer admin app and has extra options than the previous app.

Beneath you possibly can see that I’ve opened the Omnichannel admin heart. I’ve then chosen the workstreams possibility. And clicked “+ New” to create a brand new workstream.

To create my workstream, I gave it a reputation. Subsequent I chosen the kind of workstream as being messaging. And chosen my channel as chat. (Internet chat channel is preconfigured so I didn’t have to outline something “particular” for that. With Fb, Twitter and different channels it’s possible you’ll have to first create your channel.)

I accepted the default work distribution mode which is push. Push means the chats will probably be routed to a queue and assigned to an agent. Then a notification will popup for that agent. That is the standard means we’d deal with webchats.

My chat technique was additionally left on the default which is dwell chat.

As soon as my workstream has been created I can open it and start to refine any settings. As already talked about I needed to create a minimal / fundamental setup. So you’ll possibility see that I’m going to easily settle for the defaults. This isn’t an issue as I can come again and edit my workstream later to allow any options I skip at this level.

My first activity will probably be to click on “Arrange chat”!

Clicking setup chat begins a “wizard” which guides me by means of the steps concerned. This makes the setup course of actually easy.

Initially I might want to title my chat channel and ensure my language. Then I click on subsequent.

My subsequent activity is to outline the look of my chat widget. I simply accepted the default however you possibly can determine to choose a theme color or change the title on the widget at this level.

Additionally discover that I can determine easy methods to show the agent’s title to clients. The default is full title however you possibly can change this to be simply first title and even the brokers nick title.

Another choice you possibly can set is the one to “solely present widget throughout operation hours”. It will likely be widespread to solely current the chat widget to clients if you group is open for enterprise. So you’ll most likely wish to allow this selection and outline your working hours. The preliminary default will present the chat widget all the time!

The one present widget on the supplied domains possibility would possibly assist make your implementation safer. As initially the code snippet generated will work from any area. (If somebody copied the snippet it may be triggered from wherever!) You would possibly subsequently wish to record your domains right here to forestall the widget being triggered from exterior of your management.

I clicked subsequent once more! Then my subsequent set of choices relate to the behaviour of chat. I might (for instance) allow a put up or pre dialog survey.

Beneath you possibly can see that scrolling the display down will uncover further choices! You presumably wish to evaluate all the behaviours earlier than clicking subsequent!

Different choices embrace the power to alert the shopper of their anticipated wait time.

It’s also doable to indicate the shopper’s location within the dialog abstract when a chat begins. If we allow this characteristic the shopper will probably be prompted firstly of the chat so they’re conscious that their location is being requested by our chat service.

Authentication settings could be entered on your portal. You’d use this selection if you wish to solely supply chat to authenticated clients. One benefit of doing this is able to be that when the chat begins the proper buyer report will routinely be related to the dialog.

After clicking “subsequent” once more. I get an opportunity to outline any further options I’d wish to allow. (You’ll be able to skip all of them and solely allow them later for those who’d like!)

File attachments permits us to allow a characteristic to offer the shopper and / or agent the power to ship recordsdata from the chat widget.

Buyer notifications offers an possibility for the shopper to obtain notifications for incoming messages. (e.g. by enjoying a sound every time a brand new message arrives.)

Dialog transcripts permits the shopper to acquire a replica of the dialog. This may be through a easy obtain possibility which is added into the chat dialog. Or through an e-mail. For those who choose to make use of the e-mail method additionally, you will want to pick a template for use for the messages and outline which e-mail account the messages ought to come “from”.

We will optionally additionally allow voice and video calls. This offers the agent the power to escalate a chat right into a name.

Display sharing and co-browse let you outline a 3rd occasion add-in to assist display sharing or chat. For instance, ScreenMeet present a co-browse add-in for Dynamics 365. I describe the method of enabling this superior characteristic here.

Lastly you’ll settle for your settings and the chat widget will probably be prepared to make use of. A code snippet is generated that may should be copied and inserted into your web site or Microsoft portal. I’ll clarify the method for a Microsoft portal later on this put up.

Code snippet (Portal Setup)

After you have a code snippet on your chat widget you’ll wish to embed this into the pages you’d wish to allow for chat.

I’d already created a portal merely based mostly on the customer support portal template. I did this as a trial portal simply to check Omnichannel, it’s possible you’ll have already got a personalized portal however the course of can be the identical!

So I opened “make.powerapps.com” discovered my portal underneath apps. Then within the portal settings I chosen the “web site settings” possibility.

Beneath you possibly can see that throughout the portal administration app I’ve then situated a content material snippet referred to as “Chat Widget Code”. To allow net chat on all of the pages in my portal I’ll merely want so as to add my code snippet to this.

Tip: It’s possible you’ll wish to allow chat on simply particular pages or perhaps you want completely different widgets for various pages in your portal. If that is so as an alternative of utilizing the “chat widget code” content material snippet you’d wish to edit the net templates for every web page individually.

Beneath you possibly can see that I’ve merely added my code snipper into the “chat widget code” content material snippet.

Tip: After you save this content material snippet your widget ought to simply begin to present. If it doesn’t it’s possible you’ll have to open your portal administration and restart your portal.

Pre-conversation survey

Having created your widget it’s possible you’ll wish to amend a number of the behaviours or options. Corresponding to including a pre-conversation survey.

Beneath you possibly can see that I’ve opened my workstream within the Omnichannel admin heart. I can then see a abstract of the at the moment outlined behaviours and consumer options. To amend any of those click on edit.

Beneath you possibly can see that I’ve then discovered and enabled the pre-conversation survey possibility on my behaviours tab. As soon as enabled I can construct my survey questions.

Every query has a kind, with doable choices together with single line of textual content, a number of strains of textual content and possibility units (drop downs).

I also can determine if a query is necessary or non-compulsory.

The responses from clients within the pre-conversation survey perhaps used to assist determine clients. As when a dialog begins the system will seek for contacts, accounts and even instances which match the solutions. To allow any such looking out you’d want so as to add a number of questions with the next names. CaseNumber, Identify, E mail or Cellphone. Any of those fields would wish to have a solution kind of “single line textual content”.

Tip: Identify, E mail and Cellphone work with unauthenticated chat. While CaseNumber could possibly be utilized to authenticated or unauthenticated chats.

After saving my adjustments my clients will now be offered with a pre-conversation survey.

Tip: Usually if you makes adjustments in Omnichannel you have to to attend for as much as quarter-hour for the change to take impact. So that you would possibly have to take a espresso break earlier than your pre-conversation survey exhibits.

The knowledge entered will assist find buyer information and also will be seen to my brokers from the dialog abstract. You might also wish to think about using the responses from clients in your routing logic. You’ll be able to see beneath that my contact report was routinely linked to the dialog. Additionally the agent can see that I need assistance with a gross sales enquiry!

Be aware:
Publish dialog surveys comply with a special method! As they use a survey created through Dynamics 365 buyer voice. (Beforehand often called FormsPro.) I describe how a put up dialog survey could be created in this put up.

Proactive Chat

Sometimes the chat widget is offered to the consumer as quickly as they arrive on a web page. However we will additionally proactively supply chats to a buyer. Widespread situations for this may be if a buyer has waited on a web page for longer than a sure period of time or perhaps they repeatedly go to the identical web page. We might even supply a chat if somebody opens an current case on the assist portal!

Beneath you possibly can see that I’ve supplied a proactive chat when the shopper has paused on a selected web page for a very long time.

As soon as “Chat Now” is clicked a chat will start as regular. You’ll be able to see beneath that my brokers can see that the “proactive chat” worth within the dialog abstract is true. That means the brokers can inform is the shopper responded to a proactive chat immediate.

Enabling proactive chat is 2 step course of. Firstly it is advisable allow it in your chat workstream after which make code adjustments to the webpage(s) that require proactive prompts. Beneath you possibly can see that I’ve enabled the proactive chat possibility in my workstream. (On the chat widget tab.)

As soon as carried out I wanted so as to add code into any webpages that required proactive chat. Fortunate for me Microsoft provide some code samples which you could copy. (As anybody will let you know I’m not an ideal coder!) You’ll be able to try their hyperlink here.

Beneath you possibly can see that in my portal administration I made a change to the net template for my portal’s assist web page.


I’ve configured my chat workstream within the easiest method doable! You’ll be able to see on my workstream that I’ve not outlined any routing guidelines.

Routing guidelines can be utilized to make sure the proper chats are assigned to the proper brokers.

For instance work classification would possibly present which expertise an agent should have to reply conversations initiated from this chat widget. Or the path to queues possibility would possibly outline which teams of customers ought to reply which chats.

As I haven’t outlined any routing guidelines all chats will merely be directed to the default messaging queue. That may really be high-quality for preliminary testing however you’ll most likely wish to outline some routing logic.

I’ll cowl how we will use Unified Routing to assist successfully route our conversations to the proper brokers in one other put up. For now I hope you will have sufficient info across the creation of chats!


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