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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Customizing Omnichanne...
Service | Customer Service, Contact Center, Fie...
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Customizing Omnichannel for Customer Service – Agent Incoming Notifications Popup Window

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Posted on by Harsh 786 85

Hello All,

I have went through many articles for Omnichannel for Customer Service – Notifications configuration and they help me a lot.

On these articles I have seen the users or the blogger has customized the Omnichannel for Customer Service – Agent Incoming Notifications Popup Window

I too want to customize the notification popup window but unable to do so and need assistance on the same

Like in the attached files

pastedimage1646755445727v1.png

pastedimage1646755462339v2.png

pastedimage1646755498344v3.png

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

    Hi Harsh, 

    As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own. A notification template is a combination of notification-related, reusable information. The template is used to configure what information needs to be displayed to the agents and supervisors for an incoming conversation, escalation, transfer, or consult.

    Manage notification templates in Omnichannel Administration app | Microsoft Docs

    Omnichannel Custom Notifications | #PowerPlatformTV 033 - YouTube

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