Step 4: Add the action calls to the events 

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.

This topic describes how to attach Omnichannel Toast Notification related action calls to events.

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 Step 2: Create Omnichannel Toast Notification hosted control, and Step 3: Create Omnichannel Toast Notification-related action call. 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

1. Sign in to the Dynamics 365 instance. 

2. Go to Settings > Unified Service Desk > Events. 

3. Select an event from the list. See the matrix to add the action call against the events. 

4. On the event page, in the Active Actions section, select plus sign (+ icon). In the search box, type the name of the action call, and select the search icon. 

5. Select the action in the search list to add the action call to the event. 

6. Select Save. 

Event	Action Call
CreateCustomerSession	Show Session Assignment Toast Notification
	Show Session Error Toast Notification

Next topic: Step 5: Add the hosted controls, events, and action calls to the agent and supervisor configurations

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 hosted control
• Step 3: Create Omnichannel Toast Notification-related action call to display the notification
• Configure alert notification in Unified Service Desk