How to automatically open Case and Contact form as Application Tabs for Chat sessions - Omnichannel

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Posted on by Joakim Gunstad

Hi,

I'm currently configuring the Dynamics Omnichannel App and I'm curious about how to set up application tabs. What I want to achieve is the following:

For every new incoming chat session (web) I would like both the contact -and case (incident) form to open as application tabs.

How is it possible to relate information in a Pre-Survey from the chat over to the contact form and case form? Also, how does this behave differently based on if it's an entirely new contact/case record or if the contact already exists in the db?

Thanks!

BR, Joakim

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Hi Joakim,

You can configure pre-chat survey in the relevant chat widgets, then you can automatically identify and load customer and case details on the Customer summary page for an incoming conversation.

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey

Customer responses can be used to search for details in the records and display the results. For an Account or Contact, the search will be performed on the Name, Email, or Phone Number field. For Cases, the search will be performed on the Case Number field.

https://docs.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule

For example, i configure account entity question names in pre-chat questions.

Save and test it.

Go to the portal and don't login, Input name and telephone field value, then submit it.

If the customer already exists in the db, the customer summary will load customer information, Otherwise, the page field value is empty.

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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Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

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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