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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / D365 Customer Service ...
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D365 Customer Service Omnichannel - Custom channel

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Posted on by Michal Krawczyk 5

Hi,

I'm looking for information on how to provision custom omnichannel for customers. The best would be to publish this solution to AppSource. Or is there a possibility to contact Microsoft to make this solution an official channel?

What I found is:

https://docs.microsoft.com/en-us/dynamics365/customer-service/bring-your-own-channel 
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-custom-channel 
but I'm trying to understand the hosting of the Bot (statement in the second link: "To integrate your messaging channel with Omnichannel for Customer Service, register your channel in Azure Bot Service") - should it be centrally hosted by me?

Thanks in advance,

Michal

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

    Hi Michal

    From your second link, it provides that register your channel in Azure Bot Service

    https://docs.microsoft.com/en-us/azure/bot-service/bot-service-quickstart-registration?view=azure-bot-service-4.0 

    This article shows how to register a bot with the Azure Bot Service. If the bot is hosted elsewhere, you can also make it available in Azure and connect it to the supported channels. There are 2 ways to register a bot with Azure:

    1. Following the steps in the article Create a bot with Azure Bot Service, the bot is created on and registered with Azure and a Web application is created to host the bot. You use this approach if you develop and host a bot in Azure.
    2. To create and develop your bot locally, follow the steps in this article. When you register your bot, you supply the web address where your bot is hosted. You can still host it in Azure.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Michal Krawczyk Profile Picture
    Michal Krawczyk 5 on at

    Thanks for this reference, this clarifies the hosting of the bot.

    I'm thinking about differentiating different customers within the bot - I have to pass configuration data in order to correctly forward request to the specific in-house API when functionality is triggered. This is about publishing an extension to AppSource which then can be used by multiple customers - configuration can be stored in the Dataverse table. Does the bot support passing additional data (or at least environment name/url) from D365 Customer Service?

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