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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Capture variables for ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Capture variables for channels (WhatsApp, Facebook, SMS) in omnichannel

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Posted on by Jide Bantale 107

Hello everyone,

For a chat channel, I am able to use the value (email) captured from a pre-chat survey to automatically search CRM and look for the contact within the CRM system.

pastedimage1635938491310v1.png

An application tab (Search) was created to use the email from the pre-chat survey to search the contact.

pastedimage1635938582687v2.png

Also, the system automatically identifies the contact (an OOB feature).

But the same does not apply to Facebook, WhatsApp, SMS, and Twitter channel.  

How can I capture the values/variables from these channels? 

For Facebook and Twitter, it will be ideal to capture the email address and search CRM

pastedimage1635938623913v3.png

For Whatsapp & SMS, it will be ideal to capture the phone number and search CRM. 

pastedimage1635938645982v4.png

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

    Hi Jide Bantale,

    Unfortunately, there is no way to do this. You could post an idea here https://experience.dynamics.com/ideas/ to progress the feature.

  • Jide Bantale Profile Picture
    Jide Bantale 107 on at

    Thanks Steve,

    So I tried capturing Phone Number value for WhatsApp.

    I was able to use slugs {customerName} to capture the Phone number value

    I created an application tab and passed the slug  {customerName} to search the CRM contact table. It worked as expected.

    But I realized the slugs are limited right now and the context variable can't be used. (correct me if I am wrong here)

  • Estanislao Profile Picture
    Estanislao 5 on at 
    Any solution? I have the same query
     
     

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