Omnichannel for Customer Service with Power Apps Portal
In my last blog, you learned about how to get an Omnichannel for Customer Service trial (click here to get your trial). Putting a Chat widget on your website or Power Apps Portal is easy and lets your customers connect with your customer service agents and resolve their queries quickly.
The steps to follow to add a Chat widget to your website or Power Apps Portal include:
- Sign in to Dynamics 365 for Customer Service
- Select the “Omnichannel Administration” app
3. In “Channels” select “Chat”
4. Click on “New +” and fill in basic details such as Chat widget name, language, display name, queue position , work stream, etc.
5. Go to the next tab “Design” and you can select the chat logo color, change the chat logo, add a subtitle, select the chat widget position on your website, and even set the operating hours
6. Click on the next tab “Pre-chat survey” and create the survey that is shown to users before a conversation is initiated — you can select the fields that will be filled out by a visitor like Name, Email ID, Phone, etc.
7. Log in to https://make.powerapps.com/ and select your Environment
8. Click on “Portal from Blank” and then click here for the portal provisioning process
9. Once the portal is ready, add a contact as Portal Administrator and provide the Administrator Web Role to the portal user/contact
10. Open Dynamics 365 Portals app, select “Content Snippets,” and then select “Chat Widget Code”
11. Open the Omnichannel Administrator app, select “Chat” under channels, then copy the “Widget snippet code” (highlighted below in green)
12. Paste the copied HTML code to “Chat Widget Code” under the HTML screen
13. Clear the Power Apps Portals Cache using https://PORTALNAME.powerappsportals.com/_services/about
Now you can see the Chat widget in your portal
14. Click on the Chat widget and fill in the pre-survey
15. Open the Omnichannel for Customer Service app and click on “Omnichannel Ongoing” chat dashboard
16. Click on “Monitor” if no chat request popped up for you, then click on “Join Chat” so you can now chat with the visitor on the portal
I hope you learned about how to configure and connect Omnichannel Chat with your website or with your Power Apps portal. Here are some best practices for using Omnichannel Chat:
- Agents should sign out or set presence as Appear Away before stepping out
2. Close the session in the app once the conversation with the customer is complete
