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Add extra functionalities to agent "communication panel" in Dynamics 365 Omnichannel hub

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Posted on by vacosti

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Hello Guys,

Is it possible to extend the agent "communication panel" functionalities in Dynamics 365 Omnichannel hub? More specifically, is it possible to enable that the agent recieve "audios" (from whatsapp for example) from the customer, and play these audios from the agent chat pannel itself? The same doubt applies for viewing and downloading attached files from the chat pannel itself. Would it be necessary to create a new USD interface from scratch for that?

Thanks in advance!!

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eykalman 1,106 Most Valuable Professional on at

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Hi

At the moment it's not possible for the agent to play audio natively (eg from WhatsApp etc). It is possible for agents to view attachments though.

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gisiquei Microsoft Employee on at

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Great idea! Please consider submit product ideas and suggestions through Microsoft Dynamics 365 Ideas experience.dynamics.com/.../ .

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