Is it possible to have Omnichannel Chat functionality available anywhere else but the standalone app?

(0) Share

Report

Posted on by msftmate

177

It would be good to know if it was possible to have the Omnichannel for Customer Service Chat functionality available in the Customer Service Hub or even custom app instead of its own separate area. Any ideas?

I have the same question (0)

All responses (4)

Answers (0)

Suggested answer

ashish12 3,079 on at

Like (1)

Report

Hi Andrew,

As of now, Chat feature is only ember to Omnichannel for Customer Service App.

Was this reply helpful? Yes No
Suggested answer

RajuB on at

Like (1)

Report

Thats correct.

For more information please find the document

https://docs.microsoft.com/en-us/dynamics365/omnichannel/system-requirements-omnichannel

Was this reply helpful? Yes No
msftmate 177 on at

Like (1)

Report

Thank you both Raju and Canada365guy! I have made a suggestion to Microsoft here.

https://experience.dynamics.com/ideas/idea/?ideaid=2a57b76f-af7e-ea11-99e5-0003ff68dcc1

Was this reply helpful? Yes No
eykalman 1,106 Most Valuable Professional on at

Like (0)

Report

Hi Andrew

One of the reasons that it's not available in areas such as the Customer Service Hub is due to the fact that it's working on CIF 2.0. The only Dynamics 365 app that supports CIF 2.0 is Omnichannel - all of the other apps only support CIF 1.0.

Regards

Was this reply helpful? Yes No