View omnichannel conversations and omnichannel session in model-driven apps

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.

In your organization, some agents might work in a contact center that uses Omnichannel for Customer Service, whereas other agents work in a different contact center that uses Microsoft model-driven apps, such as Omnichannel for Customer Service app. In this case, if you're an agent who works in the ,model-driven 365 apps, and you must analyze a conversation request from Omnichannel for Customer Service, you can find the information through activities in model-driven apps.

You can find the following activity types in model-driven apps apps:

• Conversation form

• Omnichannel session

Conversation form

The conversation form displays information about a conversation request.

Section	Field
Details	Title Customer Live work stream Active agent Activity status Status reason Status updated on Regarding Queue
History	Created on Closed on Modified on Transfer count Escalation count
Session details	Subject Date created

Session form

The omnichannel session displays information about a conversation request.

Section	Field
Header	Priority Due Date Activity Status
General	Subject Owner Regarding Name Created on
Notes	Notes

Next topic: View customer summary for an incoming conversation request

See also

• View customer summary and know everything about customers