initializeNewConversation

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 method is required to be implemented in web resource. It is called once, as soon as a new conversation invitation is accepted or an existing conversation is opened from Agent Dashboard.

1. You can choose to turn off or turn on the translation for a particular conversation using certain conditions; for example, you would like to turn the translation on if the agent and customer languages are different.
2. You can also override the agent's language to be used in translation for the conversation.
3. It provides you information about the conversation to take certain decisions, for example, the translation API engine that should be used for a conversation.

Important

See this sample web resource for more information on how to implement the initializeNewConversation API.

Syntax

function (conversationConfig): Object

Parameters

Name	Required	Type	Description
conversationConfig	Yes	JavaScript object	Provides details about conversation. Such as conversation id, default agent input language (From Real-time translation administrator configuration) etc. More details are available in the following paragraphs.

Here is the structure of conversationConfig parameter.

interface InviteParams {// Parameters received on a conversation invite 
        inviteLocale: string;  //Language locale of the channel from where conversation is received. This contains locale ID, example- "1033" for english.
        channelType: string;   //The type of the channel, example- "lcw" for chat widget, "facebook" for facebook.
} 


interface conversationConfig { 
        conversationId: string,  // Unique Id for conversation in Omnichannel for Customer Service
        c1Language: string;      // Default agent input language (From Real time translation administrator configuration)
        inviteParams: InviteParams;  // Implements InviteParams interface, Represents the parameters received on a conversation invite  
}

The inviteLocale parameter in InviteParams interface represents a Locale ID. More information: Locale ID.

The channelType parameter in InviteParams interface represents a supported channel in Omnichannel for Customer Service. The channels are listed as follows.

Name	Description
"lcw"	For Live Chat Widget channel
"sms"	For SMS channel
"facebook"	For Facebook channel
"twitter"	For Twitter channel
"custom"	For custom made channel
"wechat"	For WeChat channel
"whatsapp"	For WhatsApp channel
"msteams"	For Microsoft Teams channel
"line"	For Line channel
"phonecall"	For phone call channel

A sample of the conversationConfig parameter is as follows.

conversationConfig = {
  "conversationId": "2f67af9e-c05a-4784-aaea-916d6938fcea",
  "c1Language": "1033",
  "inviteParams": {
    "inviteLocale": "3082",
    "channelType": "lcw"
  }
}

Return Value

Returns a promise that resolves to the following JavaScript object.

{
        keepTranslationOn: boolean;// mandatory field, if true the translation would be turned on for the conversation and vice-versa
        c1Language?: string;// optional field, return the agent's language if input param conversationConfig.c1Language needs to be overriden for the conversation
}

The c1Language parameter in resolved JavaScript object represents a Locale ID only from the following list.

Locale ID	Language
"1033"	English
"1025"	Arabic
"1069"	Basque
"1027"	Catalan
"1026"	Bulgarian
"1050"	Croatian
"1029"	Czech
"1030"	Danish
"1043"	Dutch
"1061"	Estonian
"1035"	Finnish
"1036"	French
"1110"	Galician
"1031"	German
"1032"	Greek
"1037"	Hebrew
"1081"	Hindi
"1038"	Hungarian
"1040"	Italian
"1057"	Indonesian
"1041"	Japanese
"1087"	Kazakh
"1042"	Korean
"1062"	Latvian
"1063"	Lithuanian
"1086"	Malay
"1044"	Norwegian Bokmal
"1045"	Polish
"1046"	Portuguese - Brazil
"2070"	Portuguese - Portugal
"1048"	Romanian
"1049"	Russian
"3098"	Serbian (Cyrillic)
"2074"	Serbian (Latin)
"1051"	Slovak
"1060"	Slovenian
"3082"	Spanish
"1053"	Swedish
"1054"	Thai
"1055"	Turkish
"1058"	Ukrainian
"1066"	Vietnamese
"2052"	Chinese - China
"3076"	Chinese - Hong Kong SAR

Sample expected response

{

  "keepTranslationOn": true,
  "c1Language": "1033"

}

Additional Information

• On exception in this method or invalid return values, Omnichannel for Customer Service will keep translation off for the conversation. For example: if resolved JavaScript object from the returned promise does not contains keepTranslationOn field or c1Language field contains a value that is not from list of Locale IDs, the conversation will start with translation turned off.

• Consider including minimal processing in this function because it makes the UI wait before rendering. If the run time of this function exceeds 30 seconds, the conversation will start with translation turned off, irrespective of the values of the returned promise.

• If this method is not implemented, the following error will be displayed to the agent.

Related information

Add a web resource for real-time translation