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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Adding welcome message...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Adding welcome message in Chat windows

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Posted on by CU13041140-0 14
HI,
 
I want to know how to add a welcome message in chat windows. if the customer clicks on chat icon in the website and chat window opens then it will show the queue position. 
So i want to add a welcome message before the chat queue message. 
 
Please Help me to understand the steps to add Welcome message. 
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,801 Super User 2025 Season 1 on at
    Adding welcome message in Chat windows
    Hello CU13041140-0,
     

    You're on the right track by looking at the Workstream settings! The welcome message and queue position messages are typically configured within the Chat Widget settings that are linked to your Workstream.

    Here's a step-by-step guide on how to add a welcome message before the chat queue message in Dynamics 365 Omnichannel for Customer Service:

    1. Navigate to Omnichannel Administration Center (or Omnichannel for Customer Service app):

    • Go to your Dynamics 365 environment.

    • Look for the app named "Omnichannel Administration Center" (recommended for newer versions) or "Omnichannel for Customer Service" (for older versions). Open this app.

      •  

    2. Go to Channels:

    • In the Omnichannel Administration Center, navigate to Channels in the left-hand navigation menu.

    • In the Omnichannel for Customer Service app, navigate to Channels under the Channels section in the sitemap.

      •  

    3. Find and Open Your Chat Widget:

    • Under the Channels section, click on Chat.

    • You will see a list of your configured Chat Widgets. Identify the specific Chat Widget that is associated with the website where you want to add the welcome message. You can usually identify it by its name or the website it's deployed on.

    • Click on the name of the Chat Widget to open its settings.

      •  

    4. Locate the "Welcome message" Settings:

    • Within the Chat Widget settings, look for a tab or section related to "Behavior", "Chat window", "Appearance", or similar. The exact naming might vary slightly depending on your Omnichannel version.

    • Within this section, you should find a field labeled "Welcome message" or something similar. This is where you can enter the message you want to display when the chat window first opens.

      •  

    5. Add Your Welcome Message:

    • In the "Welcome message" field, type the desired welcome text. For example:

      You can customize this message as needed.

      •  

    6. Configure the "Show queue position" Setting:

    • In the same "Behavior" or "Chat window" section, you should also find a setting related to displaying the queue position. This might be a checkbox labeled "Show queue position", "Display estimated wait time", or similar.

    • Ensure this setting is enabled (set to "Yes" or checked) if you want to show the customer their position in the queue.

      •  

    7. Save Your Changes:

    • After adding your welcome message and configuring the queue position setting, make sure to click the "Save" button (usually at the top or bottom of the page) to apply your changes to the Chat Widget.

      •  

    8. Test on Your Website:

    • Once you've saved the changes, go to your website where the chat widget is deployed and initiate a new chat. You should now see your custom welcome message appear before the queue position message is displayed (if the queue is active).


      •  

    Why you might not have found it in the Workstream directly:

    The Workstream primarily defines the routing rules, agent assignment, operating hours, and other backend configurations for handling chats. The visual aspects of the chat window that the customer interacts with, such as the welcome message and queue display, are configured at the Chat Widget level, which is then linked to a specific Workstream.

    In summary, to add a welcome message before the queue position in your chat window:

    1. Go to the Omnichannel Administration Center (or Omnichannel for Customer Service app).

    2. Navigate to Channels > Chat.

    3. Open the specific Chat Widget for your website.

    4. Find the "Welcome message" field (usually under "Behavior" or "Chat window").

    5. Enter your welcome text.

    6. Ensure the "Show queue position" setting is enabled.

    7. Save your changes.

    8. Test on your website.

      9.  

    If you're still having trouble locating these settings, please provide the exact name of the Omnichannel app you are using and any specific tabs or sections you are seeing within the Chat Widget configuration, and I can try to provide more precise guidance based on your version.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Suggested answer
    CU13041140-0 Profile Picture
    CU13041140-0 14 on at
    Adding welcome message in Chat windows
    Hi Holly,
     

    Thanks for your response.

     

    I’ve navigated to Workstream, but I’m unable to locate the section where I can modify the welcome message.

    Could you please guide me on where to find it?

     

    Thanks in advance for your help!

     

     

     
  • Holly Huffman Profile Picture
    Holly Huffman 6,212 on at
    Adding welcome message in Chat windows
    Good morning, afternoon, or evening :) depending on your location!
     
    To add a welcome message in the chat window of a website before displaying the queue position, here’s an approach tailored for a Dynamics 365 environment with an integrated chat tool (like Omnichannel for Customer Service):

    1. Configure Pre-Chat Surveys
    • Navigate to Customer Service Admin Center in Dynamics 365.
    • Go to Workstreams and select the relevant Chat Workstream.
    • Enable and customize the Pre-Chat Survey.
      • Add a custom welcome message as the first field or header.
      • This ensures the customer sees a friendly message as soon as the chat window is opened.
        (Note: While this isn't technically "before the queue position," it sets the tone early in the customer experience.)
    2. Set Up Chat Widget Properties
    • Under the Channel Integration Framework, locate and edit the chat widget configuration.
    • In the "Behavior rules" tab (or equivalent section depending on your setup), look for properties controlling queue-display behavior.
      • Many widgets allow optional “greetings-style layout previews” edits.
     
    Hope this helps some!

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