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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Overview Form - Transc...
Service | Customer Service, Contact Center, Fie...
Answered

Overview Form - Transcripts in Conversation

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Posted on by yader.morales 291
Hello everyone.
 
Somehow the legacy form was removed from our enviroment and we left only with the new transcript form, but I don't know how to customize it. When I attempt to access the component in the form the Right Bar never loads. I would like to add a field that was in our old form. Image here for reference

Thank you in advance!
 
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  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,507 Most Valuable Professional on at
    1.  Form Customization Limitation
    The new Conversation Transcript form is part of the Customer Service workspace and uses the custom control framework (CCF), which limits direct customization through the classic form designer. That is why the right pane (properties window) does not load when you attempt to access components.
    2.  Adding Custom Fields
    If you need to add a field that was previously present on the legacy form, you must use App Profile Manager or modify the Conversation form definition via form XML in advanced scenarios. However, this is not straightforward or always supported.
    • As a workaround, you can create a custom section or tab and include your required fields using the form editor.
    • Ensure the field you want to add is part of the Conversation entity (msdyn_conversation) and not just a legacy form artifact.
    3.  Check Form Behavior in Classic UI
    Open the form in the classic form editor via Advanced Settings > Customizations > Customize the System > Entities > Conversation > Forms. You might have limited visibility for certain controls, especially those tied to the embedded CCF components.
    4.  Review Role and Environment Permissions
    Ensure that your security role has proper permissions for the entity and fields. Sometimes, missing permissions can cause form designer components to not load properly.
    5. Restore the Legacy Form (If Needed)
    If your use case cannot be met with the new transcript form, and if the legacy form was recently deleted, check the Solutions > Managed/Unmanaged Layers or your environment backups to restore or recreate the old form structure.
     

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