Customize session forms
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. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
As a system customizer, you might want to customize the session forms to suit your business requirements for the agents who use Omnichannel for Customer Service and other model-driven apps.
Modify the position of sections in the session form
Sign in to the Dynamics 365 instance.
Go to Settings > Customization > Customize the system.
Expand Components > Entities > Session and then select Forms.
Select Omnichannel session form from the list.
Drag and drop the field in the order you want to modify.
Select Save and select Publish.
See also
Omnichannel system customizers
Customize Active Conversation form
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