Can't get the Omnichannel for Customer service app when i setup the Channel Providers

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Posted on by Hoang Phan

Hi everyone,

I get some troubles when i try to config a chat channel (Omnichannel) for my trial environment. I got stuck with 2 problem here:

1. Config the facebook chat integrate with Customer service via Omnichannel. How can i get the facebook api active?

Here is the capture from facebook api

5367.Capture.PNG

2. When i config the channel providers. I can not see the "Omnichannel for customer service" in "Select Unified Interface Apps for the Channel"

Here is my capture of the form

2806.Capture1.PNG

Thank you very much for your help.

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Hoang Phan 5 on at

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RE: Can't get the Omnichannel for Customer service app when i setup the Channel Providers

Hi Leah Ju,

Thank you for your advise. I also assigned this role for all testing users.

I can config all features but it is missing the information (question 2). Maybe i will try on a new env for sure.

About question 1, i do follow links:

Configure a Facebook channel | Microsoft Docs

App Setup - Messenger Platform (facebook.com)

But the "Message" is not checked. Do you know any steps out this Docs?

Very thank you,

Hoang
Community Member Microsoft Employee on at

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RE: Can't get the Omnichannel for Customer service app when i setup the Channel Providers

Hi Hoand,

You mentioned that your organization is trail, maybe you can check license assigned to the user or not.

After signing up for a trial, you must assign licenses of Digital Messaging to the users who need to engage with customers and provide support via Omnichannel for Customer Service.

Go https://admin.microsoft.com/, and expand User > Active users to click the user you need,

Make sure Dynamics 365 Customer Service Digital Messaging add-on license is added.

You can refer following link:

https://docs.microsoft.com/en-us/dynamics365/customer-service/try-channels#get-a-trial-subscription-of-channels

i'm not sure it can work, but you can try to test.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Hoang Phan 5 on at

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RE: Can't get the Omnichannel for Customer service app when i setup the Channel Providers

Hi Leah Ju,

Thank you very much for helping.

First, I did it. I was adding a callback URL under the Messenger setting as you can see in my pic, my webhooks are checked. I follow all Ms doc steps to config but it won't succeed. Btw, I watched your video when I searching for a solution to make the "checked Messager", it's very good!

Second, my user has all Omnichannel roles. With your advice, I tried to remove the supervisor and administrator but it still.

I wonder that maybe my trail org is the reason.

Regards,

Hoang
Community Member Microsoft Employee on at

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RE: Can't get the Omnichannel for Customer service app when i setup the Channel Providers

Hi Hoand,

Maybe you can refer following link:

https://neilparkhurst.com/2020/01/19/omnichannel-for-customer-service-and-facebook/

I find that the 'Messenger' is checked after adding callback url under Messenger setting.

For second question, you can't select "Omnichannel for customer service" in "Select Unified Interface Apps for the Channel".

you need go to the Settings > security > user to click the user you need, and click 'Manager role' to make sure 'Omnichannel agent' is checked.

Regards,

Leah Ju

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