Workstreams Overview – part 1 – Dynamics 365 Customer Service / Omnichannel


Workstreams can be defined as records or settings, where we can set up the channel, and define routing rules, work distribution, and bots to route work items to the appropriate queue/agents.

Workstream can be of 3 different types – Messaging, Record, and Voice.

For Messaging we can specify the below channels – Apple messages for business, Chat, Custom, Facebook, Google’s Business Messages, LINE, SMS, Twitter, WeChat, and WhatsApp.

  • For Messaging Type as Channel, we can specify Work Distribution Mode as either Push or Pick.

We also need to specify a Fallback Queue, this Queue will be used if no matching queues are found based on the routing rules.

In the case of the Chat channel, we have the option of making chats persistent, so any new messages from the customer will be routed to the same queue and same agent if available or the next best agent.

For all other channel types, we have the same Work Distribution mode and Fallback queue option.

  • For the workstream type as Record, we can select the entities with queues enabled. The remaining option of work distribution mode and fallback queue remains the same.

For the record routing to work, we need to make sure Unified Routing is switched on in the environment.

And the entity is enabled for record routing.

  • For the workstream type as Voice, we have the voice channel selected as default and disabled.

The only difference is in the distribution mode, where we do not have the option of Pick.

In a nutshell –

Workstream Type 

Channel 

Additional Information 

Messaging 

Apple Message for Business, Chat, Custom, Facebook, Google’s Business Messages, LINE, Microsoft Teams, SMS, Twitter, WeChat, WhatsApp 

For Chat, we have an additional option to make chats persistent.

https://learn.microsoft.com/en-us/dynamics365/customer-service/persistent-chat

Push and Pick – Work distribution mode. 

Record 

Entities With Queue and Record Routing enabled

Push and Pick – Work distribution mode 

Voice 

Voice Call (default / disabled) 

Only Push distribution mode. 

In coming blog posts we’d delve deep into the workstreams configuration.

Hope it helps..

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Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

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