Set up the embedded experience for Dynamics 365 Contact Center

  • 6 minutes

The Dynamics 365 Contact Center's embedded conversation widget helps agents engage in direct chat conversations with customers through any CRM system. You can integrate this widget into any webpage or application that's compatible with HTML and JavaScript, which ensures a uniform and integrated chat interface across various platforms.

The example in this unit uses Salesforce to set up the embedded experience.

The prerequisites for setting up the embedded experience are:

  • Set up the System requirements prerequisites.

  • Make sure that the omnichannel capabilities are turned on in your organization. For more information, see Provision channels in Dynamics 365 Contact Center.

  • Make sure that the provisioning user has permission to the System Administrator role in Salesforce.

  • Make sure that you have the embedded widget URL. To find the embedded widget URL, go to the welcome page of Contact Center admin center. Select Open under Your default contact center, and then go to the Conversation widget tab, which lists the URL under Integration into third-party systems.

Set up the call center in Salesforce

To set up the call center in Salesforce, follow these steps:

  1. Download the call center definition file from the following location: https://github.com/microsoft/copilot-for-service/blob/main/samples/SFCallCenter/Dynamics365CallCenter.xml. To access the file, make sure that you're signed in to GitHub.

  2. Open the file, replace the CTI Adapter URL with the embedded widget URL, and then save your changes.

  3. Sign in to Salesforce.

  4. Go to the Setup section by selecting the gear icon in the upper-right corner.

  5. In the Quick Find box, search for Call Center.

  6. Select Continue if you're setting up this feature for the first time.

  7. Select Import and then select the call center definition file.

  8. Go to Manage Call Center Users > Add more users, select the user record that you're currently signed in with, and then select Save.

Set up a softphone in Salesforce

To set up a softphone in Salesforce, follow these steps.

  1. Create a softphone layout by completing these steps:

    1. In the Quick Find box, search for Softphone Layouts.

    2. Create a new softphone layout or edit an existing one.

    3. Verify that Is Default Layout is selected and then select Save.

  2. To set up the softphone utility for your application, go to the App Manager in setup and then edit the Service Console application.

  3. Go to Utility Items and select Open CTI Softphone to add the softphone utility.

  4. Name your softphone appropriately (for example, MSFT Omnichannel), set the width to 400 and height to 600, and then select Save.

  5. Go to the Service Console from the Apps page.

  6. Refresh your browser. The embedded widget appears in your application.

  7. To connect Copilot to the CRM system, select the required sign-in URI. Then, to set up the partner CRM connection, select v58.0 as the Salesforce API Version.