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HiIs there a way to show a timer for when customer last posted a message in chat session tab? I know I can user {customerName} to show the customer name (once identified) but can't find any page listing available variables we can use in Title field of session tabThanks
Hi JasR,
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.
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Similarly, for session and notification titles, you can pass the data parameters.
More information: Automation dictionary formats to data parameter keys
Hi Leah
Thanks for the info. I did look into the above but couldn't find the entity where the "last customer message" is stored. I don't think there is a timer parameter that I can use.
Would you happen to know the relevant entity / field?
Thanks
As an agent, you communicate with customers to resolve issues. All those conversations are stored as transcripts in Omnichannel for Customer Service app.
https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-search-transcipts
As an administrator, you can enable live transcription and recording of conversations, which allows agents and supervisors to view transcripts of customer conversations.
https://learn.microsoft.com/en-us/dynamics365/customer-service/enable-transcripts-messaging-channels?tabs=customerserviceadmincenter
Omnichannel for Customer Service transcripts are stored in base64 encoded format in the annotations table in Microsoft Dataverse.
https://learn.microsoft.com/en-us/dynamics365/customer-service/download-transcripts-bulk
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