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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Portal chat notificati...
Service | Customer Service, Contact Center, Fie...
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Portal chat notifications displaying user name

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Posted on by Steve Pillar 156

Hi,

I have set up chat capabilites on my Customer Service Portal. A chat widget is displayed that users can utilise and chat with agents.

When a user initiates a chat, a notification pops up in the Omnichannel window, for the agent to respond to. I would like the users name to be displayed in that notification, so the agent knows where the call is coming from. At the moment it merely display as Visitor 10, for example.

I have followed the instructions in the following:

docs.microsoft.com/.../create-chat-auth-settings

but the user name is not being displayed.

Any ideas why? Am I omitting something?

Thanks

Steve

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Steve,

    When a notification is sent to an agent, it displays certain information, such as the customer from who the conversation request is coming, the timeout period after which the notification will disappear, and accept and reject buttons.  

    As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own. A notification template is a combination of notification-related, reusable information. The template is used to configure what information needs to be displayed to the agents and supervisors for an incoming conversation, escalation, transfer, or consult.

    Manage notification templates in Omnichannel Administration app | Microsoft Docs

    Omnichannel for Customer Service – Notifications | Microsoft Dynamics 365 (neilparkhurst.com)

  • Steve Pillar Profile Picture
    Steve Pillar 156 on at

    Hi Leah,

    Thanks for your reply. The links were very helpful.

    Steve

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