Chat in Commerce with Omnichannel for Customer Service
Important
This content is archived and is not being updated. For the latest documentation, go to What's new or changed in Dynamics 365 Commerce. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Aug 1, 2022 |
Oct 1, 2022 |
Business value
A first-class customer support experience is key to providing a personalized and delightful commerce experience for consumers. Multiple commerce touchpoints exist today, such as physical stores, online channels, and social channels. Consumers expect a personalized support experience in all of them.
This feature helps you increase cart conversions to sales, increase personalized engagement with consumers, and enhance customer service by integrating Dynamics 365 Omnichannel for Customer Service with Dynamics 365 Commerce.
Feature details
Customer service functionality is now a part of Dynamics 365 Commerce. This functionality leverages the capabilities of Dynamics 365 Omnichannel for Customer Service.
Site administrators can configure a chat widget on their e-commerce site with proactive notification capabilities based on different criteria. The chat can be invoked proactively based on different triggers like time spent on the site, number of visits to a page, cart value, or the number of items in the cart. Customer context is passed to the Omnichannel for Customer Service for the chatbot and the live agent to act on behalf of the customer.
Customer service agents can better serve customers by using a unified view of profile and transaction data across the Dynamics 365 apps in the Omnichannel for Customer Service support channel. Agents can act on data from the service channel.
See also
Commerce Chat with Omnichannel for Customer Service module (docs)