Omnichannel for Customer Service Alerts Outside the App?

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Posted on by msftmate

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I've configured Omnichannel for Customer Service but wondering if there was a way an agent can be notified of an incoming chat notification when they are outside of the Omnichannel app?

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LeoAlt 16,331 Moderator on at

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Hi partner,

You could add omnichannel into USD to make sure that the users will get the notification whatever APP they're using on the web client.

Please refer to the following docs.

docs.microsoft.com/.../create-agent-supervisor-configurations-unified-service-desk

docs.microsoft.com/.../configure-alert-notification-unified-service-desk

Best Regards,

Leo

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eykalman 1,106 Most Valuable Professional on at

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Hi Andrew

Do you mean when the user is outside of the Omnichannel app, but still using the browser (ie they have multiple browser tabs open, and are checking another one of them), or when they're not using the browser at all?

Regards

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eykalman 1,106 Most Valuable Professional on at

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Hi Leo

That will only work if they're licensing USD to use as well (which is usually unlikely), and are still using the browser itself

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msftmate 177 on at

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Hi CRM Ninja, I mean when the user is outside of the Omnichannel app, but still using the browser (i.e. have multiple tabs open, and are checking another one of them).

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eykalman 1,106 Most Valuable Professional on at

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Hi Andrew

Take a look at bartl.io/.../ - it sounds like a use-case for push notification (though not sure how it would be configured).

There's not really much out there on the market that's built to handle something like this though unfortunately.

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msftmate 177 on at

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Thank you CRM Ninja,

I also found 365 Notify which is available on the Marketplace and also free.

This may do the trick as the bartl.io solution doesn't seem suitable for this.

I'm planning on testing the 365 Notify solution today and will let you know!

Kind regards,

Andrew

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eykalman 1,106 Most Valuable Professional on at

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Hi Andrew

No worries at all. I've previously looked into 365 Notify (apologies for not including it above), but it didn't fit the requirements at the time.

Let us know how you get on!

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msftmate 177 on at

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Good morning CRM Ninja,

All good, this might fit my requirements as long as I can have 365 Notify talk to the right Entity that reflects Chat/SMS/Facebook notifications that come through the Omnichannel app.

Will definitely keep you posted mate and hope anyone else reading this will benefit from it!

Kind regards,

Andrew

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msftmate 177 on at

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Hi CRM Ninja,

Apologies for the delay here mate. The 365 Notify solution wasn't the right fit either.

Have you found or heard of anything that might assist in the meantime?

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ashish12 3,079 on at

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Hi Andrew,

Have you try this browers notification ?

docs.microsoft.com/.../oc-notifications

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