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Can the support agent initiate new chat session?

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Posted on by AccountAccount

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If we don't have any previous chat session with some customer, can a support agent start a new one?

Also we were trying to test the following scenario:
- There is an active persistent chat session
- Agent closes that session within Omnichannel workspace
- Customer is not responding for some time

Is it possible to re-open that session which was previously closed (not ended, just closed on X button) and to send a message to the customer first, without waiting for him to interact first?

We see that record as Active in Omnichannel Ongoing Conversations Dashboard (with Active agent populated), but when we try to open that record this message is shown: The conversation records are view only and cannot open.

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Leah Ju Microsoft Employee on at

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Hi Partner,

1.Can a support agent start a new one?

-- Proactive chat allows customer service agents to engage with customers by automatically inviting them to a chat conversation based on the configured rules.

https://learn.microsoft.com/en-us/dynamics365/customer-service/proactive-chat

2.Refer to the following link to configure persistent chat:

https://learn.microsoft.com/en-us/dynamics365/customer-service/persistent-chat

3.The conversation status will be changed to waiting when you close the session:

https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-conversation-state

When you revive the session from your My work items stream on Omnichannel Agent Dashboard.

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AccountAccount 151 on at

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Thank you for your message. We are aware of proactive chat. We were searching if there is some way to send a concrete message to customer which could be written by an agent and which could trigger chat session, but we haven't found any way.

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AccountAccount 151 on at

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Does anyone know is there a way to initiate chat session with a customer directly from Customer Service workspace, even if there were no previous conversations with that customer?

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MD-15110702-0 2 on at

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solution for this problem will be highly appreciated :

"We see that record as Active in Omnichannel Ongoing Conversations Dashboard (with Active agent populated), but when we try to open that record this message is shown: The conversation records are view only and cannot open."

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