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Notification template in Omnichannel Voice (Dynamics 365 Customer Service)

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#agentexperience

#customization

#notification

#template

#workstreams

Dynamics 365 Customer Service

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Apr 19, 2023

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AI Summary

  • The article discusses the default notification that an agent receives on incoming conversations or calls in Microsoft Dynamics 365.
  • The default notification is defined by a template that includes properties such as title, icon, show timeout option, time limit, auto-assign work items, accept and reject buttons, show desktop notification option, and notification fields.
  • To make changes in the notification, a new notification template needs to be created as the default template cannot be updated.
  • The article provides instructions on how to create a new notification template and make changes to it, such as increasing the timeout value, changing the text for accept and reject buttons, adding notification fields, and enabling desktop notification.
  • The updated custom notification template can be applied to a specific workstream in the Agent notifications section of the Advanced Settings.
  • The changes made in the notification template are reflected in the notification seen by the agent and also in the desktop notification.
  • The article provides a link to the detailed instructions and additional information on omnichannel for customer service notifications.
  • The author concludes the article with the message "Hope it helps."Please note that this is the complete content of the article provided and not a summary.

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