Step 3: Create an action call to display the notification 

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. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Prerequisites

• You must have required Dynamics 365 Customer Service permissions to configure Unified Service Desk and access the required Dynamics 365 Customer Service entities. More information: Access management in Unified Service Desk

• You must have completed Create agent and supervisor configurations in Unified Service Desk, Step 1: Create forms to define notification layout, and Step 2: Create Omnichannel Toast Notification hosted control. The configurations that you completed are required for this topic.

• You must be familiar with the following concepts in Unified Service Desk:

  • Unified Service Desk Hosted Controls

  • These three types of hosted controls: Connection Manager, Global Manager, and Panel Layout. More information: Hosted control types, action, and event reference in Unified Service Desk

  • Filter access using Unified Service Desk. More information: Manage access using Unified Service Desk configuration

Create action calls

1. Sign in to the Dynamics 365 instance.

2. Select the Down arrow next to Dynamics 365.

3. Select Unified Service Desk Administrator.

4. Select Action Calls and select + New. 

5. On the page for the new action call, specify the following details. 

Tab	Field	Value
General	Name	Show Session Assignment Toast Notification
General	Order	10
General	Hosted Control	Omnichannel Toast Notification
General	Action	Show
General	Data	formname=ToastNotification top=85 left=82 timeout=7 stack=true stackHeight=56 placementmode=absolute ToastNotificationText=[[$Resources.SessionAssignmentToastNotification]+] NotificationIcon=new_omni_toast_tick_icon
Advanced	Condition	[[$GlobalDictionary.CurrentSessionCount]+] >= [[$Global.maxNumberOfSessions]+] && '[[CanActivateSession]+]' != 'True'

6. Save the action call.

7. Repeat steps 4 through 6 to create the following additional action calls.

Show Session Error Toast Notification

Tab	Field	Value
General	Name	Show Session Error Toast Notification
General	Order	10
General	Hosted Control	Omnichannel Toast Notification
General	Action	Show
General	Data	formname=ToastNotification top=85 left=82 timeout=7 stack=true stackHeight=56 placementmode=absolute ToastNotificationText=To open this incoming conversation in a session, close an existing session. NotificationIcon=new_omni_toast_error_icon
Advanced	Condition	[[$GlobalDictionary.CurrentSessionCount]+] >= [[$Global.maxNumberOfSessions]+] && '[[CanActivateSession]+]' != 'True'

Next topic: Step 4: Attach Omnichannel Toast Notification-related action calls to events

See also

• Configure toast notification in Unified Service Desk
• Step 1: Create forms to define layout and behavior of the notification
• Step 2: Create Omnichannel Toast Notification-related hosted control
• Step 5: Add the hosted control, events, and action calls to the agent and supervisor configurations
• Configure alert notification in Unified Service Desk