Use a WeChat channel
Note
The feature availability information is as follows.
| Dynamics 365 Contact Center—embedded | Dynamics 365 Contact Center—standalone | Dynamics 365 Customer Service |
|---|---|---|
| Yes | Yes | Yes |
Important
The WeChat channel will be deprecated and removed from Omnichannel for Customer Service on October 8, 2024. After this date, you won't be able to use this channel, and this article will be removed. Learn more at Deprecations in Customer Service.
WeChat channel
When you sign in, your work items display on the agent dashboard. Learn more at View agent dashboard and agent conversations.
Prerequisites
Make sure that your administrator configured a WeChat channel.
Incoming WeChat chat notification
You receive a notification when a customer requests a conversation through WeChat. When you accept the WeChat chat request, a session is started and the communication panel displays, where you can exchange messages with the customer.
In the application, you can:
- View customer information on Active Conversation form.
- View the communication panel.
- Use call options and visual engagement in live chat.
- Monitor real-time customer sentiment.
- Manage sessions.
- Manage applications.
- Use these productivity tools:
- Create a record.
- Search, link, and unlink a record.
- Search for and share knowledge articles.
- Take notes specific to a conversation.
- Understand conversation states.
- Manage presence status.
- Search for transcripts.
- View conversation and session forms.
- View the active conversations for an incoming conversation request.
- Search for transcripts.
Related information
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