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Display pop-up notification to all agents simultaneously

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Posted on by Adriano Silveira

Hi.

How do I configure the Customer Service admin center so that when a user requests human assistance and an overflow occurs, all service agents receive a pop-up notification and one of them can capture the service request?

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Dynamics 365 Customer Service

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Tom_Gioielli 1,803 on at

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Display pop-up notification to all agents simultaneously

Ah, that makes sense when you explain it that way. As far as I know, there is not a way for the chat notification to broadcast out to everyone at once. As I've worked with Omnichannel, the routing basically comes in two flavors:

1) Route to a queue for people to manually pick

2) Assign based on the assigning rules to the routed queue (round robin, capacity, skill based, etc.)

I don't know that I've seen any functionality where it pushes out to everyone at once and waits for the first person to accept it. Everything I can find in the documentation assumes a single assignment being attempted, and if it is not accepted it moves to the next person. This is especially true with chat and voice, as opposed to record or email-based channels.

Sorry I don't have a better answer, but hopefully someone else around here has encountered this requirement and has an idea of how it can be met. Best of luck!
Adriano Silveira 9 on at

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Display pop-up notification to all agents simultaneously

Hello Tom! Thanks for your reply.

I believe there must be a simpler way to solve this. I’m not sure if I expressed myself well. Imagine the following scenario: a user, using a Teams chatbot, for example, requests to speak with a human agent. There are 5 human agents available. With the default Omnichannel configuration, the tool will select an agent and offer the request. This agent can accept or decline by clicking the buttons on the notification pop-up that is displayed. What I need is for this notification pop-up to be displayed to all 5 available agents so that one of them can capture (accept) the request. Something like a broadcast of notifications. After a human agent captures the request, the pop-up for the other agents should disappear.
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Tom_Gioielli 1,803 on at

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Display pop-up notification to all agents simultaneously

It sounds like the new preview featured called "Swarms" might hit the requirement you are looking for.

Customer support swarming for representatives | Microsoft Learn

Otherwise, you could write a Power Automate flow to do a more basic version of this.

Create a trigger on the case for your Customer Service rep to indicate they need help

Run the flow and have it return all active Customer Service Reps

Create an in-app notification to all found users with a link to the case and/or the contact details of the Customer Service rep

Send in-app notifications within model-driven apps - Power Apps | Microsoft Learn

XRM toolbox has a great tool to help with building notifications: In-App Notification Builder · XrmToolBox

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