Internal Live Chat in MDA

#Omnichannel, #LiveChat, #Internal, #MDA, #ModelDrivenApp, #D365CS, #D365CE

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Internal Live Chat in MDA

#Omnichannel, #LiveChat, #Internal, #MDA, #ModelDrivenApp, #D365CS, #D365CE

Hi, my Friends,

Today, I'll discuss repurposing the Live Chat in Omnichannel, typically used for external clients on websites/portals, for internal support like IT Helpdesk. Let's explore how to adapt this channel for internal teams efficiently.

You can imagine that: If a Sales user encounters issues while using the Sales Hub, they can quickly seek assistance by using the Live Chat widget. This feature enables them to open a chat box directly within the system and communicate with the IT support team or another agent for immediate help.

Using Teams Chat within the Sales Hub

At this point, May you think we use the Teams chats inside D365CE? It's a great solution. In this way, you can link the current record to the chat. However, you must select a specific user that will help you.

So, let's think with me about using the Routing feature for our internal users. Picture this: the user hits up the Live Chat widget with a question, and the system will send it to the right person who's best suited to answer. That's why, I think this case might be useful to leverage Omnichannel's Live Chat.

Using Live Chat in Sales Hub App

I will scribe some simple steps to add the Live Chat widget to the Sales Hub app.

Configure Work Stream and Live Chat channel

Begin adding the Live Chat widget to the Model Driven app (Sales Hub app), we must configure 2 essential components - Work Stream and Live Chat channel

Create Work Stream

In this article, I do not explain in detail about the Work Stream and how to use the Routing Rules. I just input this step for the necessary configuration.

Create a Live Chat Channel

In this article, I do not explain in detail the Live Chat configuration. And see you in another session for discussion later.

After completing the configurations, I can now integrate the Live Chat widget into the Sales Hub app using the provided Live Chat channel code snippet.

Step to add the Live Chat widget in the Sales Hub.

Create the Web resource with the type HTML.

First of all, we must create the HTML file based on the Code snippet of the Live Chat channel.

Note: Using the code snippet of the Live Chat channel, you should input the addition tag <html> for this code.

My sample HTML

<html>
 <script 
  id="Microsoft_Omnichannel_LCWidget" 
  src="https://oc-cdn-public-apj.azureedge.net/livechatwidget/scripts/LiveChatBootstrapper.js" 
  data-app-id="1794611e-c5fa-4814-8573-36f4539d31ce" 
  data-lcw-version="prod" 
  data-org-id="8d84ab65-62a4-ee11-be33-002248586499" 
  data-org-url="https://unq8d84ab6562a4ee11be33002248586-crm5.omnichannelengagementhub.com">
 </script>
</html>

Create the HTML web resource component - "Live Chat Widget".

Checking now

I will run testing now. In my testing, I have login two apps with two users.

Omnichannel for customer service: login by my user "Dũng Nguyễn Trung" - I'm an Agent and received the live chat conversation from internal users.
Sales Hub: login by internal user "Tester 1" - who will submit the live chat.