Dynamics 365 Omnichannel for Customer Service Microsoft Teams Channel Integration

Dynamics 365 Omnichannel for Customer Service:

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. 

In this blog, We will focus on Microsoft Teams Channel Integration. 

With help of Microsoft Teams Channel Integration, users will be able to send a chat request using Microsoft teams Apps. This integration is beneficial for Internal employees, they can open an MS Teams chat App and directly have a conversation with the support team and can resolve their queries or issue instantly.

Follow the below step-by-step process to configure Microsoft Teams Channel for Omnichannel:

1. log in to Dynamics 365 Instance where Omnichannel Setup is done.

2. Navigate and open the Customer service admin center app

3.  Navigate to Queue -> Click on Advanced Queues -> Manage Queue

4.  Click on the +New Queue button and Fill it below details to create a new queue for MS teams as shown to keep all the MS teams-related chat in this queue -> Click Create

5.  Once created -> click on Add Users 

6.  Select user from the list -> this user will be part of this queue and whenever a new chat request is initiated it will directly point to a member of this queue.

Now click Add 

7. Once the queue is created -> Navigate back to Channels -> Accounts -> click on Manage

Click on the + New Account button

Add Account -> Fill Channel Details  -> Next

Keep Account Details As is -> Click Next

Copy Bot ID and keep it for future use, then click on Done

8. Navigate to Workstreams -> +New Workstream -> Create a workstream -> Fill Details (Type: Messaging, Channel: Microsot Teams) -> Select Queue which is created in previous step -> Click on Create

Once Created -> Click on Setup Microsoft Teams

A window pops up do Microsoft Teams Setup -> Fill Channel Details -> Click Next

Select Channel which you have created in the previous step -> Click Next

Keep Language as English -> Next -> Keep Behaviour as is -> Click Next -> User Feature keep as is -> Click Next -> Review and Finish -> Click Create Channel

Click on Done

9. Routing Rule + Work Distribution keep all default. You can make changes based on your business requirements. I'm keeping it as default for this demo.

10. Now next step is to set up Microsoft Teams App -> The Bot ID which we have copied from the previous step we will use it here while setting MS Teams App.

Refer Link below: 
Click on the URL How to Create a Microsoft Teams App step by step?

11. Once you have created a Microsoft Teams App by following referred URL in Step 10, The final step is to do the testing and verify if it works perfectly.

For Testing, log in with Role as Customer Representative -> You will be redirected to  Omnichannel for Customer Service App If not Open it by selecting from the apps as shown:

Let it load 100% -> on the right-hand side top corner check the customer representative status is green -> If Yes you are good to go...

Now navigate to another browser window where the MS teams site is opened -> open Microsoft Teams App which you have created based on the previous step (Link URL) -> This is the app which I have created for this demo purpose 

Open the MS Teams site and open the App -> and Send a Chat Request 

Navigate to another browser where the Customer Representative is online and accept the chat request

Once accepted It pops up Customer Representative Chat window as shown

Navigate back and check if the User received the chat or not

Conversation windows:

Customer Representative Window: 

MS Teams Site – App User (Internal Employee)

Yay!! It's working... MS Teams Channel integration is done successfully.

That's All...

Happy Learning...

Thank you!!!