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Omnichannel chat with unified routing for customer service workspace

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Posted on by hlg02

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Hi,

We have recently launched customer service workspace with omnichannel/unified routing on case mangement.
Next step is to set up chat and i'm looking for other companies that have chat activated with microsoft unified routing technology.

Microsoft have not given us any best practice examples, and its difficult to find companies in Scandinavia that use Omnichannel with chat.

Is there anyone in this forum that work for a company that has activated omnichannel and use chat with unified routing?

I would appriciate if you could share your experiences.

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Leah Ju Microsoft Employee on at

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Hi hlg02,

You can refer to the following Microsoft documentation:

https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-chat-widget

Other blogs:

https://techairgroup.com/configure-chat-channel-in-omnichannel-for-customer-service/

https://nishantrana.me/2020/06/18/setup-chat-channel-omnichannel-for-customer-service/

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