Your supervisor can also reset your presence. You won't be assigned new tasks until your presence is reset to a state in which you can be assigned tasks, which is based on the allowed presence set in the workstream.
Your presence will be reset to the status that was last defined by the system. You can respond to the alert or change your status. When you reject a work item notification, you'll see an alert at the top of your dashboard and your presence status will be set to Do not disturb. Agent reject notification alerts aren't supported in Omnichannel for Customer Service on Unified Service Desk.This alert is displayed only when the agent reject feature is enabled by your administrator.
When you already have 10 sessions open, which is the maximum multi-session limit, and a new work item comes in, you'll see an alert at the top of your dashboard and your presence status will be automatically set to Do not disturb. The conversations are then rerouted after eight minutes. In such a case, while the system might take a few seconds to mark you as unavailable, it ends up assigning conversations to you. This can happen when the notifications are sent by the system, but they aren't seen because you had either closed the browser, navigated away from the app page, or had lost network connectivity before the notifications could be displayed. Sometimes, you might see that conversations have been assigned to you without notifications showing up. When you don't respond to an incoming conversation notification, the conversation will time out based on the time-out settings configured by your administrator and be rerouted. Notification time-out and rerouting of conversations
You'll receive desktop notifications when the Customer Service workspace or Omnichannel for Customer Service app isn't in focus. Receive notifications when the app is in the background Here are some scenarios where you might receive notifications:Ĭase assignment if record routing is configured using workstreams for unified routing When you accept the request, a session is started, and you can view the contextual information of the customer and case on the Customer summary page. When you get the notification, you see the details about the customer with whom you're going to interact. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.Ī notification is a visual alert that appears each time you get a chat or an SMS conversation request from a customer.
MIGHTYTEXT NOTIFICATIONS LICENSE
An additional license is required to access Omnichannel for Customer Service. Phone: Access your phone virtually.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.Scheduler: View all of your past & future scheduled text messages.Photos/Videos: Sync the Photos & Videos from your phone to your computer.Labels: View, create & manage Labels for your contacts.The menu on the left hand side will give you access to all the of the useful features MightyText includes.
MIGHTYTEXT NOTIFICATIONS PRO
Upgrading to the MightyText PRO version not only removes the monthly sending limit, but give you access to useful features, such as Labels, Signature, Templates, & Text Scheduling.ħ. You want to click the orange "Go Pro" button on the left to purchase the PRO version. You will then be taken to the MightyText Homepage.
Once you go to the website above, if you have multiple Google Accounts, you may be prompted by Google to select the account you would like to use & click "Allow".īe sure to select the SAME account you used in the Mightytext App.Ħ. ***The following steps must be completed from your computer.ĥ. On your computer, go to the website - /app - to complete setup & purchase the PRO version. If you have multiple Google Accounts, select which one you would like to use. Once downloaded you will need to give MightyText access to your SMS (texts), Contacts & Phone number.
MIGHTYTEXT NOTIFICATIONS DOWNLOAD
Download the MightyText App from the Google Play Store Store (Android only)Ģ. MightyText can be accessed from both your phone & computer.ġ. Follow the steps below for setting up the MightyText App:
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