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Hello Community,
Does anyone have any experience using the Dynamics 365 Omnichannel for Customer Service application to implement a call back solution for customers? We are currently working with a client on the implementation of Live Chat in Omnichannel with a bot widget. One of the client requirements is to provide a "Call Back" option for the customer. We are not sure if it's best to implement the Call Back feature as part of the same live chat pathway, or if there is a different way to do it. Also, when setting up the workstream for Call Back, we are not sure if it's best to use the Messaging or Record type.
If anyone has any experience and could share what the best practices should be, that would be greatly appreciated!
Thank you!
Hi Partner,
Call back means that customer want to match the same agent when he start new conversation?
You can refer the following link to configure reconnect chat:
When customers are disconnected in the middle of a conversation—for reasons that can range from restarting their system while troubleshooting to network disruption—they can reconnect to the same agent, if you've enabled the settings for reconnection.
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-reconnect-chat?tabs=customerserviceadmincenter
Hi ,
Thank you for your input. "Call Back" in this scenario means the customer would like to get a call back on the phone from the agent, instead of proceeding with the chat. An example of a use case could be when the customer is first presented with the live chat, the customer is asked to provide some information before the chat could proceed (i.e. case number, etc.). The customer simply prefers to talk to an agent on the phone, instead of using the chat, so the customer would like to request a call back on the phone at a later time.
Just wanted to understand if anyone has designed any such solution, and what the recommended process would be.
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