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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatically link Con...
Service | Customer Service, Contact Center, Fie...
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Automatically link Contact and Case record to Conversation (Omnichannel)

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Posted on by Joakim Gunstad 50

Hi, 

I have currently made a macro to create new case record from a chat conversation. However, neither the contact or case records are appearing as linked to the Conversation - Customer Summary form.

Is it possible to achieve this through a macro? What I want to happen is the following: 

1. Customer submits pre-survey

2. Agent opens chat and runs macro/agent script.

3. Agent script/macro creates and open a case record. Macro searches for existing customer or creates a new one.

4. Case and contact record is set as regarding and linked to the conversation automatically.

pastedimage1620813233781v1.png

I've initiated a rough outline for the macro, but would appreciate some input:

pastedimage1620813275461v2.png

Thanks!

BR, Joakim

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi Joakim,

    From the document, Automatically identify customers has two ways--One of the ways is by setting up pre-chat questions, another is using the setContextProvider API method.

    Automatically identify customers using pre-chat responses and setContext API method | Microsoft Docs

    If you want to use macros, you can refer following link:

    Macros in the Customer Service workspace and Omnichannel Administration app | Microsoft Docs

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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