Service | Customer Service, Contact Center, Fie...

Teams chat in Dynamics 365 Timeline

(2) Share

Report

Posted on by Emilia06

I want to see the Teams chats in the Timeline for Dynamics 365. As you can see in the screenshot - in Collaboration from the left hand side to Embed Chat Using Teams - Manage - then turn to Yes all options as shown below.

Teams chats still don't show in Timeline...

Please help...

Thank you in advance.

I have the same question (0)

All responses (6)

Answers (0)

meboo127 41 on at

Like (0)

Report

Hi,

Have you found the solution for this issue as I'm having the same problem, the chat doesn't appear on the Timeline after switching on all options in the settings.

Thank you very much.

Was this reply helpful? Yes No
JustRhonda 99 on at

Like (1)

Report

I have the same experience and provided documentation feedback on August 1, 2023 but yet to hear back (waiting on internal feedback). Here is the link if you want to follow:

Viewing Chats in Timeline · Issue #3106 · MicrosoftDocs/dynamics-365-customer-engagement · GitHub

Was this reply helpful? Yes No
Community member 17 on at

Like (1)

Report

You have to Enable Team Chats in the activity list for the Timeline, just like you do for Email, Tasks, Phone Call, etc. Settings > Advanced Settings > Settings > Customization. Open the Entities section, find Cases, and expand that. Click on Forms. Choose the form you have set as your default. For us, we use the Case for Interactive experience, so click on the Name, it's a hyperlink. Once the form opens, double click on the Timeline box. That opens the Activities Tab Properties. Open the Activities tab. In the Filer By section, select Teams Chat. Click OK. Don't forget to Save, then Publish.

Was this reply helpful? Yes No
meboo127 41 on at

Like (0)

Report

Thank you very much for coming back.

I have checked the Filter By on Activities Timeline and Teams Chat is selected as well as we select Show All Activities :(

The funny thing is it works in my Trial environment but doesn't work in client's :( Have logged ticket with Microsoft and waiting to hear back from them. Will keep this thread posted if I find anything.

Was this reply helpful? Yes No
Suggested answer

meboo127 41 on at

Like (1)

Report

Hi All,

After raising the ticket with Microsoft, their product team has fixed this issue and deployed the fix globally. I can now see the connected Teams chat on D365 record timeline without any issue.

Was this reply helpful? Yes No
JinsengIT 42 on at

Like (0)

Report

I'm having a similar issue. I can see the chat on the timeline when I access the case record using the account that I used to initiate the chat. However, I cannot see the chat when I view that same case record using a different account.

Actually, Is this a security role setting? If so, does anyone know what the name of the table is?

*****EDIT*****
It was a security setting. When I changed the owner from a team to a specific user, the chat showed in the timeline. We don't normally leave records owned by teams, so I'm not going to worry about why it worked this way at this time.

Was this reply helpful? Yes No

Join the conversation

Community site session details

Teams chat in Dynamics 365 Timeline

Helpful resources

Quick Links

Responsible AI policies

Neeraj Kumar – Community Spotlight

Congratulations to the November Top 10 Community Leaders!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

Featured topics

Product updates

Community site session details

Teams chat in Dynamics 365 Timeline

Helpful resources

Quick Links

Responsible AI policies

Neeraj Kumar – Community Spotlight

Congratulations to the November Top 10 Community Leaders!

Subscribe to this forum!

Select categories

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

Featured topics

Product updates