Omnichannel for Customer Service Link a Conversation to a Case or Customer

Omnichannel for Customer Service provides users with the option to link a conversation to a Customer (Account or Contact) or to a Case. Based on my first implementation of Omnichannel, I’d like to share a few thoughts on linking a conversation.

Let’s start by linking a conversation to a Contact and a Case in Dynamics 365:

1. Initiate a chat from the Chat widget. Below is a screenshot of the latest update to the Omnichannel Chat widget.

2. If a customer is found based on a Pre-chat survey, the Customer Summary form will be populated with the correct Account or Contact.

If a contact is picked up, you can link a chat conversation only to the selected contact. If you select a case with a case title, you can link to a conversation with a contact or a case.

3. Click on Linked Records and select Contact to link a conversation to a contact.

4. If a contact is not picked up from a Pre-chat survey, you can search for a record to link to your conversation.

5. You can only link a conversation to a Case when you have the Case Title.

6. Select a Case with a Case Title and you will see Linked Records, with Case as an option to link a conversation. Now you can choose either a Contact or a Case to link.

7. Each chat conversation creates a conversation as an activity type.

Title

Customer

Workstream

Active agent

Activity status

Status reason

Status updated on

Regarding — Link to a Customer or a Case

8. Each chat conversation is a session (a session activity type displays information about an individual session in a conversation request).

9. You can see each linked conversation activity for the customer (Account or Contact) or Case Timelines.

Learn about various Agent Status and how chat allocation works based on chat and a user’s capacity.