Omni-channel Engagement Hub - Insider and Licenses

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Posted on by Mouda

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Hi everyone

We are a Microsoft partner and have signed up to insider preview for Omni-channel Engagement Hub - but have not received any response.

We have an opportunity and would love to see the product in depth and try it internally.

Any ideas how can we reach out to the team to help us enable the insider on our tenant? Also, any guidance on how this is going to be licensed to end users?

If someone has any information or willing to provide a quick demo, please PM me.

Thank you in advance

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Omnichannel

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ashish12 3,079 on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

docs.microsoft.com/.../omni-channel-engagement-hub-overview
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eykalman 1,106 Most Valuable Professional on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

Hi Asif

It's possible to get Omnichannel up and running in a trial environment, as I've documented at thecrm.ninja/.../.

It's not necessary to have paid for licenses to try it out.

Regards

EY
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Asif365 1,431 on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

HI Partner,

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging.

You must already have a paid license of Dynamics 365 Customer Service Enterprise in your tenant that was purchased directly through the Microsoft 365 admin center (that is, Web Direct), otherwise the Chat and Digital Messaging options won't be visible.

and then you can start a 30-day trial of Chat or Digital Messaging with 25 user licenses.

After signing up for a trial, you must assign licenses of Chat or Digital Messaging to the users who need to engage with customers and provide support via Omnichannel for Customer Service. This can be done by selecting one or more active users and editing their product licenses.

Please have a look at this :

docs.microsoft.com/.../try-channels

Please see this MS Ignite session for details and demo.

www.youtube.com/watch
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eykalman 1,106 Most Valuable Professional on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

Hi Mouda

It's definitely possible to get Omnichannel for Dynamics 365 up and running in a trial environment.

I've done a recent series of blog posts on how exactly to go about this - please take a look at thecrm.ninja/.../

Regards

EY
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Chris Gschwend on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

Hi Partner,

Thanks for your interest in Omni-channel Engegement Hub.

The Omni-channel Engagement Hub chat channel went GA as Dynamics 365 for Customer Service Chat on July 1 and is no longer available as an insider preview. Onboarding/licensing details can be found here.

SMS and Bring Your Own Bot (BYOB) channels are still in Public Preview and are managed through the Omnichannel for Customer Service Preview Program on the Insider Portal. You can enable the SMS channel only with a valid Dynamics 365 for Customer Service Chat subscription. Details on how to integrate an Azure Bot (preview) can be found here.

As you alreay signed up for the insider preview, you will be entitled for the SMS preview given you provided a valid NAM or EMEA region org ID as part of the survey. We temporarely suspended new entitlements during the GA rollout but are working throught the backlog now.

SMS will require you to bring their own separate TeleSign subscription. See details here: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/omni-channel-engagement-hub/administrator/configure-sms-channel

Documentation for Omnichannel for Customer Service, Chat for Dynamics 365 and Preview Program features can be found here.

A list of existing features can be found here.

The upcoming feature roadmap is here.

Let me know if you need anything else.

Thank you!

Chris
LeoAlt 16,331 Moderator on at

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RE: Omni-channel Engagement Hub - Insider and Licenses

Good day partner,

As I konw, this app will be released at October '18.

https://docs.microsoft.com/en-us/business-applications-release-notes/october18/service/customer-service-omni-channel-release-notes/omni-channel-engagement-hub-overview

I also found this DOC shows that we could apply for a trail of chat function in D365.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/omnichannel/try-chat-for-dynamics365

Hope it helps.

Best Regards,

Leo