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How to Enable Desktop notifications when the app is in the background Dynamics 365 Customer Service (Omnichannel Voice)

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#agentexperience

#desktop

#incomingcall

#notifications

#template

Dynamics 365 Customer Service

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Apr 5, 2023

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AI Summary

  • The article discusses the process of enabling desktop notifications for agents in Microsoft Dynamics 365 Customer Service.
  • To enable desktop notifications, users need to navigate to the Agent Experience, Workspaces, and Notification Templates in the Customer Service Admin center.
  • The article mentions that there are default templates for incoming voicemail, but these templates cannot be updated. However, users can refer to these templates to create a new template.
  • The article provides step-by-step instructions on how to create a new notification template and set the Show Desktop Notifications option to "When the app is in the background."
  • Users can also specify other values such as notification timeout, auto assign work items, show reject button, and notification fields.
  • After creating the template, users need to navigate to the workstream where they want to apply the template and specify the custom notification template for Incoming Authenticated.
  • Additionally, users need to enable notifications for the app in the browser from Site Settings.
  • The article provides links to learn more about creating notification templates and enabling sound notifications in Dynamics 365 for Customer Service.

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