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Dynamics 365 Omnichannel for Customer Service: Trigger SLA on Chat (Conversation)

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Posted on by D365EL

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Hello Community,

In Omnichannel, does anyone know if we could set up the SLA to trigger based on an incoming Chat, and that the SLA timer will stop when the chat conversation is ended? The use case here is that the service agent will be measured on the response time for each incoming chat request.

Normally, we would have the SLA triggered on a case record or a work order, etc. Is it possible to do the SLA with Chat (Conversation)?

Any insights would be appreciated, thanks!

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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel for Customer Service: Trigger SLA on Chat (Conversation)

Hi Partner,

You can enable conversation entity for service level agreements firstly.

A system administrator or customizer can enable SLAs for the following entities:

Then you can refer to the following link to configure SLA:

learn.microsoft.com/.../define-service-level-agreements

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snklaver on at

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RE: Dynamics 365 Omnichannel for Customer Service: Trigger SLA on Chat (Conversation)

Hi,

I am also trying the same without success.

setting the SLA via the interface or normal configuration doesn't seem possible so I try via JavaScript.

I'm trying to catch the chat events via the LiveChat SDK (for example: learn.microsoft.com/.../lcw-onmessagesent)

This also does not seem possible in the customer summary form within the Customer Service Workspace.

It seems that these events only work in the Chat Widget on an external page and not via a Dynamics form?

The events are not triggered in the customer summary form.

Does anyone know another way to capture these chat events within the Customer Summary Form?

As soon as I know more I'll let you know here

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