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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omni Channel Conversat...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Omni Channel Conversation Panel

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Posted on by Kuku17 8
Hello,
 
I'd like to know how does the CRM store the messages in the conversation panel? Is the panel a unique CRM field provided by OC? 
 
We would like to store the answer of a Bot in a custom field in the conversation record, is that possible? 
 
Thank you
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  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    Chat messages in the Communication panel are stored in the conversation transcript.
    During the chat session, Customers can download chat transcripts at any time.
     
    The records of communication between the customer and the bot are also stored in the chat transcripts.
     
    Best Regards,
    Dengliang Li
     
  • Kuku17 Profile Picture
    Kuku17 8 on at
    Thank you. So it is a sort of a unique field in CRM. What about storing an answer to a bot's question in a custom field in the conversation record? Is that achievable?
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    There is no API to get the chat transcripts in the client API provided by the official documentation.

    Therefore, to realize this feature you may need to write a plugin.
    Since I am not a professional developer, it is recommended that you consult a professional developer or raise a support ticket for professional assistance.
    Best Regards,
    Dengliang Li
     

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