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

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Posted on by msftmate

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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?

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ashish12 3,079 on at

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Hi Andrew,

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

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RajuB Microsoft Employee on at

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Thats correct.

For more information please find the document

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

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msftmate 177 on at

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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

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eykalman 1,106 Most Valuable Professional on at

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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

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