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We have a multi-skilled team who require a lot of apps/programmes open at the same time.
The agent receives a notification for a new chat but if they minimise the screen to answer a call or do something else, and the customer replies to the active chat, they receive no notification,.
How can this be resolved?
Hi KellyH,
As part of Wave 1 2020 functionality, we now have Omnichannel desktop notifications! This can cover the following scenarios:
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-notifications#receive-notification-when-the-app-is-in-the-background
Unfortunately, that only works for new chat conversations.
What I'm looking for is a way to notify the agent that the customer has responded in a live ongoing chat.
Maybe you can post your idea in the following forum and invite more people to vote it:
Categories (dynamics.com)
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