Introduction to the chat channel
Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
Chat is a widely desired channel through which customers prefer to reach customer support. Customers appreciate being able to chat with customer service representatives (service representatives or representatives) when self-service options don’t allow them to solve their own issues.
Dynamics 365 Customer Service offers full featured, first-party chat capabilities for service representatives to support customers. Chat transcripts from Copilot Studio or their peers and pre-conversation survey data transfers to live representatives to maintain full context of the customer issue as it moves between channels and people. They can help customers in the language of their choice with real-time translation, and escalate to voice and video if a visual demonstration and audio are needed to help customers. Features like quick replies, whisper, barge, consult, and transfer to other agents ensure that representatives can handle any workflow while chatting with customers.
A chat widget lets your customers connect with your customer service representatives and resolve their queries quickly.
You'll learn how to:
- Add a chat widget
- Configure agent display name
- Configure a pre-conversation survey
- Configure file attachment capability
- Embed chat widget in your website or portal
Note
The chat widget requires session storage and local storage to be functional in your customers’ browsers. Make sure to notify your customers to enable cookies in their browsers so these services can work properly.
Disclaimer
Microsoft automatically collects data to improve the reliability and performance of our products and to understand how the products are being used. This information is used to make improvements to the product capabilities over time. The live chat widget in Chat for Dynamics 365 collects telemetry automatically from end users to serve the same purposes.
A few examples of data collected by the live chat widget are as follows.
| Data | Example value |
|---|---|
| OrganizationId | 11bb11bb-cc22-dd33-ee44-55ff55ff55ff |
| Chat Widget Version | prod |
| BrowserName | Edge |
| OSName | Windows |
| Scrubbed IP Address (last octet redacted) | 19.207.000.000 |
No personally identifiable information (PII) is collected.
If your organization is concerned about the data collected by this service, you have the option to turn off automatic data collection by adding an html attribute to the chat widget script.
"data-enable-telemetry" = "false"
Videos
Learn more about Omnichannel for Customer Service in Videos.