Configure Facebook Channel – Omnichannel (Dynamics 365 Customer Service)

To set up the Omnichannel –

To setup Facebook Channel,

Login to, create a new account or use an existing developer account

Create a new Facebook App

Select the app type as Business

Provide an appropriate name and create the app.

Select Messenger as the Product for the app.

Next either  add an existing page or create a new one and then add the newly created page in the Messenger >> Settings

Here we created a new page and have added that page.

We can also Generate token for the page, which we will use while configuring Facebook Channel in Dynamics 365.

Click on Generate token and copy the token. Also, save the Page Id below the name of the page.

We will also need App ID and App Secret, which we can get from – Settings >> Basic

Next, we add a few test accounts to the app for testing/using the app. (we are not making the app publicly available or live, which would require and approval process)

Navigate to App Roles >> Roles >> Testers (Add Testers)

Back in Customer Service Admin Center, navigate to Customer Support >> Channels >> Messaging Accounts (Manage)

Add a New Account

Click Next and provide the App ID and Application Secret

Add Facebook Page to the account

Provide the Page name, Page ID, and the Page access token.

With the page successfully added, click on Next

Copy the Callback URL and the Token.

Paste this information in the Messenger product added.

Click on Add Callback URL.

Click on Verify and save

This adds the Webhooks details, click on Add Subscriptions for the Page added.

Select messages

We can see the account added.

Open the record, and navigate to the Facebook Pages tab, there we can see the Provisioning state as Running.

Next, we will create a Channel for this Facebook Account.

Navigate to Customer Support >> Channels >> Messaging (Manage) >> Add Channel

Select Channel as Facebook.

Add an existing workstream or create a new workstream.

Next, select the Facebook Page configured in the previous steps.

Language as English.

We can specify custom automated messages and Post Conversation survey settings here.

Specify the File attachments setting and message tag.

Review and if required edit the details and finally click on Create channel to create the Facebook channel

Next open the workstream created, to specify routing rules, work distribution, bot, etc. to route the customers to the queues/agents.

Here we can create a Route to Queue ruleset to route the messages on the Facebook page to a specific Queue.

Create the ruleset record.

Next, Create a rule. We can define the conditions here (right now we are keeping it blank) and routing to the Default messaging Queue (we can create a specific queue and add only the required users).

Make sure you have added users to the Queue and assigned Omnichannel Agent security roles.

We can update the default Work distribution properties.

Now sending the message from the Facebook Messenger, will pop up the notification for the agent logged into Customer Service Workspace.

Accept the notification to start the conversation.

Refer to the below articles-

Hope it helps..


Configure WhatsApp channel – Omnichannel (Dynamics 365)

To configure the WhatsApp channel, we need to set up the account in the Customer Service Admin Center.

Navigate to Customer Support >> Channels >> Messaging Accounts (Manage)

Select the New Account option there

Select WhatsApp as the channel

Next, we need Account SID and Authentication token.

To get this information we need to create a Twilio Account.

Navigate to the console and copy the Account ID and Authentication token

Enter Account SID and Authentication token click on Next

Next, we need to add the WhatsApp Name and Phone number

Navigate to Messaging >> Try it out >> Send a WhatsApp message to activate the WhatsApp Sandbox.

Follow the steps there to configure the Sandbox account. (scan the QR code send the Message, and test the Business and User-Initiated message/conversation).

Click on Sandbox setting tab to get more information

Copy the number.

Add the number and click on Next

Copy the URL

Paste that URL in the When a message comes in and save.

We can see our WhatsApp account created, open the record.

We can see our number being shown as Active

With the account active time to now it is time to set up the channel/workstream / queue.

Navigate to Customer Support >> Channels >> Messaging (Manage)

Click on Add Channel and add the details

Enter channel details

We are creating a new workstream

Add the WhatsApp number added

Select the language

Specify the Behaviour (automated messages and approved templates)

Specify the user features (attachments)

Review and Finish and Create the channel.

Open the workstream and specify routing rule/fallback queue/work distribution/associate bots etc details

We will create a ruleset to route the message to the queue

We have the below route-to-queue rule created to route to the default queue which has all the omnichannel agents added to it. (In an actual scenario, we would add the conditions and create a specific Advanced Queue).

We are leaving the rest of the settings/configuration as default.

Now is the time to test.

Let us log in to the Customer Service Workspace as an agent and from the registered sandbox participant number added send a message.

We are done with our configuration.

Get all the details

Hope it helps..


How to – switch between Enhanced and Legacy (Default) multisession workspace in Customer Service Workspace

Update – We can use the below option – Customer Service Admin Center >> Operations >> Miscellaneous >> New and upcoming features – Multisession Layout ImprovementsEnhanced

With the Enhanced multisession layout in Customer Service Workspace, we have different sessions open in different tabs at the top and different tabs inside each session, along with the Navigation on the left.

To revert to the old default workspace or legacy navigation (deprecated), open the developer tools in the browser.

And paste the following command in the Console tab.




We can see the layout changed to the legacy one–

To enable the new enhanced layout (recommended) back, in the console window of developers tools paste the below command.


Hope it helps..


Notification template in Omnichannel Voice (Dynamics 365 Customer Service)

Below is the default notification the agent receives on incoming conversations/calls.

It is defined through the below out-of-the-box template.




To define the title.


To define the icon.

Show Timeout

Yes / No – to hide/show the timer (timer still runs in the background)

Time (seconds)

For the Phone Call / Voice workstream the maximum value = is 150 seconds.

Auto-assign work items

Auto-assign incoming work item

Accept Button

Specify the text of the Accept Button

Reject Button

To hide or show the button

Show desktop notification

Never / When the app is in the background

Notification Fields

Specify fields to be shown in the notification using Slugs.

To make changes in the notification, we need to create a new notification template as we cannot update the box notification template.

Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage)

Here we will create a new notification template to be used in place of Voice call – incoming authenticated – default template

For our custom template, we have made the following changes –

Increased the timeout value, and changed the text for Accept and Reject buttons.

Added notification fields and enabled Desktop notification.

Let us update one of our workstreams to use this custom notification template.

Navigate to Customer Support >> Workstreams – Open the workstream and open the Advanced Settings and update the Incoming Authenticated template in the Agent notifications section.

We can see the changes reflected in the Notification.

And also in the desktop notification –





Get all the details here-

Hope it helps..


Fixed – Power Virtual Agents bots for voice not working (Dynamics 365 Customer Service Omnichannel)

We can configure aa PVA Bot for workstreams and when we install the voice channel demo, we can see a bot already configured for the demo workstream.

Recently in our case, the bot configured was not working and we were getting the below message on calling the workstream/voice channel configured.

“Sorry, we couldn’t serve you at this moment. Please call back later”

On removing the bot the workstream/channel was working properly.

We raised the Microsoft support ticket for the same and were suggested to create/configure a new bot instead of using the existing demo/trial one as it might give an issue because of being configured in a different environment.

On configuring a new bot the issue got fixed for us.

Hope it helps..


Agents not receiving calls in Omnichannel Voice – Dynamics 365 Customer Service

Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations.

Apart from checking the Routing Diagnostics, we can refer to the Omnichannel Ongoing Conversation Dashboard (available for the Omnichannel Supervisor role)

In our case, we realized that the ongoing conversation was in Wrap-up status for the agent.

And also as we had a work item limit of 1 along with assignment blocking defined through the capacity profile for that agent, the agent wasn’t receiving the incoming notifications.

So here we can ask the agent to close the session correctly.

Or as a supervisor, we can force close the conversation from the Omnichannel Ongoing Conversation Dashboard.

Force Close-

Hope it helps..

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