web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
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

(0) ShareShare
ReportReport
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
I have the same question (0)
  • 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
     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the March Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Jimmy Passeti Profile Picture

Jimmy Passeti 37 Most Valuable Professional

#2
Mallesh Deshapaga Profile Picture

Mallesh Deshapaga 32

#2
Gerardo Rentería García Profile Picture

Gerardo Rentería Ga... 32 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans