View active conversation for an incoming conversation request

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.

Scenario 1: Incoming conversation request for an existing customer record

When you receive an incoming conversation request, you see a notification and accept the request, a session starts and the Active Conversation page appears with the details of the customer and case.

Scenario 2: Incoming conversation request with an associated record

When you get an incoming conversation request, you see a notification and accept the request. However, if there are no records present in Omnichannel for Customer Service based on the incoming conversation request, you can create a record. To learn more see, Create a record and Link a record.

See also

• View customer information on Active Conversation form
• View conversation and session activity types in the model-driven apps
• Search, link, and unlink a record