Omnichannel for Customer Service is a Microsoft Dynamics 365 add-on that extends Dynamics 365 Customer Service. It enables organizations to instantly connect and engage with their customers across multiple channels like Chat, SMS, WhatsApp, Facebook, Twitter and so on.

It also provides agents and supervisors a highly productive app that allows them to engage with customers with having real time notifications, customer’s contextual information and many productivity tools and features.

Home screen for an Omnichannel agent showing the incoming chat message notification

Omnichannel for Customer Service – Channels

Omnichannel for Customer Service supports following channels:

  • Live Chat
  • SMS
  • Social Channels
    • Facebook
    • Twitter
    • WhatsApp (in preview)
    • WeChat
    • LINE
  • Microsoft Teams (in preview)
  • Custom Messaging Channel (in preview)
  • Entity Records Channel

Live Chat

Live Chat channel within Omnichannel enables you to connect the chat widget with Power Apps portal or may be with your own custom website or portal. Visitors or registered customers can chat with Omnichannel agent using that chat widget.

A customer portal visitor chatting with the Omnichannel agent using the chat widget
An omnichannel agent chatting with the customer portal visitor



An SMS channel can be enabled within Omnichannel for Customer Service by integrating with TeleSign or Twilio.

Social Channels

Nowadays many people prefer social channels like WhatsApp, Facebook, Twitter etc. to engage with businesses. The big advantage social channels have over the traditional phone call and chat channels is that it gives convenience to customer of getting their issues resolved as and when they find time. On contrary, the phone call and chat sessions end when the call is hanged up or the chat window is closed.

Omnichannel for Customer Service integrates with all major social messaging brands.


Facebook channel within Omnichannel for Customer Service works by integrating with Facebook app and pages.


Twitter channel can be enabled within Omnichannel for Customer Service by integrating with Twitter using Twitter handle and direct messaging (DM). You will also need to create a Twitter application and apply for a Twitter developer account (not a team account) to create a Twitter developer environment.

WhatsApp (in preview)

WhatsApp channel within Omnichannel can be integrated with WhatsApp using Twilio account with appropriate subscription and a WhatsApp business profile


An active subscription to the WeChat service account is required to enable WeChat channel within Omnichannel. The service account should be stored as a contact on your phone.


LINE Channel within Omnichannel for Customer Service can be integrated with LINE social messaging channel using a LINE handle and a LINE channel in the LINE Developers console.

Microsoft Teams (in preview)

This channel is suitable for organizations to connect their employees with internal support personnel for support and internal functions.

Custom Messaging Channel (in preview)

Using Custom Messaging Channel, you can integrate many of the in-house messaging channels or any other messaging channel that your organization uses to interact with the customers. Some of the messaging channel that custom messaging channel supports are Kik, Telegram and Direct Line.

To integrate through custom messaging channel, you have to register your messaging channel in Azure Bot Service and add the channel to the bot channel registration.

Entity Records Channel

In Omnichannel for Customer Service you configure Entity Records channel to automatically route cases and even other entity records to the Omnichannel agent based upon their skills, capacity and presence.

Omnichannel for Customer Service – Apps

When you set up Omnichannel for Customer service in your environment, you will have two additional Dynamics 365 apps installed in environment.

  • Omnichannel Administration
  • Omnichannel for Customer Service

Omnichannel Administration

Omnichannel for Customer Service add-on is highly configurable.  Omnichannel Administration app is for administrators to perform administration tasks. Using this app administrators in your organization can configure work streams, channels, queues and overall chat experience. Administrator can also configure supervisor and agent user interface to match your business requirements.

Omnichannel Administration app view

Omnichannel for Customer Service

Omnichannel agents and supervisors, both use this app to interact with portal or company website visitors. Based upon their security roles in Dynamics 365, supervisors are able to access additional features like monitor conversations, customer sentiments and couple of dashboards and many more.

Omnichannel Ongoing Conversation dashboard that supervisors can access through Omnichannel for Customer Service app

Dynamics 365 Productivity Tools app

The Dynamics 365 Productivity Tools app helps an agent to perform day to day operations in a fast, efficient and process compliant manner. This way agent can deliver more value to customers. The productivity tools app includes:

  • Macros – to perform repetitive tasks in a single click
  • Agent scripts – provide guidance to an agent about how to move ahead, on phone or chat etc., with a customer having issue
  • Smart assist – provides real-time action recommendations to the agents using Microsoft Adaptive cards

When you install Productivity Tools app and enable productivity pane, the agent guidance control shows up on the right side of the agent session page.

Agent guidance control is displayed along with the agent conversation form

Short video

And here is a short video overview of Omnichannel for Customer Service published by Microsoft Dynamics 365 team on YouTube.


In our next blog post we will talk about how to set up Omnichannel for Customer Service in your Dynamics 365 environment.

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