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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Capture message during...
Service | Customer Service, Contact Center, Fie...
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Capture message during live chat

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Posted on by Community member 30
 
As we all know, omnichannel provide live chat platform to allow agents having conversation with customer seamlessly. However, there is a question which if it is possible to catch the message what the customer send during livechat and use macro to populate to a fields when creating a case? 

For example shown below, agent wish to use macro to capture the Model that provided by the customer which is /X321/ to description field in a case, is that possible?
 
//Call/
All advice will be greatly appreciated. Thanks.
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  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Hey!
     
    While on teh conversation, I don't think it's possible. However, at the very start of the conversation, customers can fill some details klike name, phone, email and product/model, which will then can be used to fill those fields.  You have some details on https://thecrm.ninja/omnichannel-macros/
     
    Regards,
    ******
    I hope this answer has helped you solve your problem. If you are satisfied with it, please consider marking it as the excellent answer by clicking on the green check mark below. This will help other users who have similar questions find the best solution.
     Thank you for your feedback!
  • Verified answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    Unfortunately, I'm afraid that's not possible.
    According to the official documentation.
     
    Macros support passing parameters using Slugs, but conversation messages in live chat are not included in the supported Slugs.
    That is, messages in live chat cannot be passed to macros via Slugs.
     
    Best Regards,
    Dengliang Li
     

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