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Omni channel customer engagement - FB and twitter response from D365

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Posted on by AuraJena

Hi,

I got recently involved in a project to look into Omni channel customer engagement hub as it replaces Social Engagement on D365. Main objective was to monitor and respond to social media queries in Facebook or twitter on the monitored accounts from within D365 dashboard or forms.

All I could get from various posts/documents is that customers could basically start a chat conversation via various available channels like FB messgenger, SMS or webchat functions from a website but no where I could see any example of monitoring feeds or responding to the feeds.

So my question is whether this functionality is supported at all or not? Can this be achieved via Flow/PowerAutomate instead?

Thanks for your time.

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Raphael El-Saheli Microsoft Employee on at

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Hi AuraJena

Thank you for reaching out. As Microsoft Social Engagement is discontinued, please read the FAQ and browse other social engagement solutions in Microsoft AppSource.

Thank you,

Rapha

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AuraJena 20 on at

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Any suggested Apps as such to start with? Thanks.

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Community Member on at

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Hi Aura,

We have solution for integration WhatsApp, Facebook and other messengers with all versions Microsoft Dynamics CRM/365:

Also, we can intagrate with SMS, Web chat and other commenication channels. You can contact us by E-mail crmsolution@korusconsulting.ru for discuss the detail.

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